Head of Services Transformation

Job Description:

Head of Services Transformation
Role

Title:

Head of Services Transformation
Reporting to:  SVP of a Major Telecom Account

Location:

India – Noida
Span of Responsibility:  ~ Multi-thousand employees across Services Delivery functions
Domain Expertise:

-  Telecom

Role Purpose
The  Head of Services Transformation  will be responsible for driving workforce efficiency, productivity, and structural optimization across India delivery centers. The role will lead a comprehensive transformation program aimed at improving organizational effectiveness through data-driven workforce planning, role optimization, automation adoption, and performance management discipline.
The successful candidate will act as a strategic change agent, balancing operational rigor with innovation and to ensure the Services organization delivers higher value with greater agility, accountability, and sustainability.

Key Responsibilities
1. Workforce Efficiency & Performance Management
Drive a structured productivity improvement program across all delivery units.
Identify, assess, and manage low performance within the workforce through fair, data-driven interventions.
Establish performance benchmarks and dashboards to measure and improve billable utilization, efficiency ratios, and cost per output.
Work closely with HR and Delivery Leadership to implement a disciplined performance management and career-path framework.
2. Organization Design & Structural Optimization
Review and re-shape the organizational structure to ensure optimal  span of control ,  role clarity , and  management layers .
Rationalize non-billable functions and ensure appropriate balance between delivery, governance, and enabling roles.
Align structure and headcount with business volumes, ensuring scalability without redundancy.
3. AI & Automation Enablement
Identify and deploy  AI-driven and automation solutions  to improve delivery efficiency, reporting, and operational quality.
Partner with internal technology teams and vendors to integrate automation tools across project management, reporting, and service delivery workflows.
Quantify and report measurable business value from automation initiatives.
4. Financial & Operational Governance
Establish KPIs and governance routines to monitor transformation progress, workforce productivity, and cost-to-serve metrics.
Work with Finance to ensure transformation outcomes are directly reflected in improved margins and P&L performance.
5. Change Leadership & Stakeholder Engagement
Drive a culture of accountability, transparency, and continuous improvement.
Partner with delivery heads, HR, and operations to embed transformation principles in day-to-day management.
Communicate transformation goals and progress effectively across all levels of the organization.

Qualifications & Experience
15+ years of experience in large-scale services or operations environments, preferably within telecom, IT, or engineering services.
Proven experience in  organization design ,  workforce transformation , and  AI-led productivity improvement .
Strong analytical background with proficiency in data-driven decision-making.
Deep understanding of service delivery models, utilization management, and performance governance.
Demonstrated ability to lead change and deliver measurable financial outcomes.

Key Attributes
Strategic thinker with operational discipline.
High resilience and ability to manage sensitive workforce issues with fairness and clarity.
Excellent stakeholder communication and influencing skills.
Results-oriented with a strong sense of ownership and urgency.