Vista previa de la oferta
USI-EH27-Consulting Services-AI&E - AVP- Service Desk_HCI
senior · Operations
Artificial Intelligence & Engineering
AI & Engineering leverages cutting-edge engineering capabilities to help build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These insights are powered by engineering for business advantage, helping transform mission-critical operations.
Join our AI & Engineering team to help transform technology platforms, driving innovation, and help make a significant impact on our clients' achievements. You’ll work alongside talented professionals reimagining and re-engineering operations and processes that could be critical to businesses.
Position Summary
Operations Associate Vice President
The Associate Vice President, Service Desk and NOC Operations will serve as a senior delivery and transformation leader, accountable for the performance, modernization, and continuous improvement of enterprise support operations. This executive will oversee large-scale, complex service environments, ensuring high-quality support across incident management, request fulfilment, escalation management, monitoring, and operational continuity.
The AVP will bring a modern, agentic AI-enabled approach to service delivery, embedding intelligent workflow orchestration, predictive analytics, automation, and human-in-the-loop decisioning to improve response times, resolution rates, agent productivity, and end-user experience. This leader will be expected to design and scale operating models that combine deep operational expertise with AI-driven prioritization, intelligent triage, next-best-action guidance, autonomous support for routine tasks, exception management, and continuous performance insight, while maintaining strong governance, compliance, auditability, and operational resilience.
In addition to operational accountability, this leader will play an important commercial role, partnering with sales and account teams to expand strategic relationships, shape solutions, and support new business pursuits.
Key responsibilities
Program leadership & service delivery
Own overall service delivery outcomes (SLA/KPI performance, quality, timeliness, cost, client satisfaction) across Middle Office and Back Office operations workstreams.Lead integrated operating cadence: daily/weekly/monthly governance, production control, capacity planning, incident management, and executive reporting.
Ensure consistent execution of standard operating procedures, runbooks, and controls; drive continuous improvement through root-cause remediation and defect prevention.
Manage complex transitions (new client onboarding, scope expansion, migration/cutover, knowledge transfer) with clear milestones, RAID logs, and go-live readiness.
Collaborate with talent acquisition teams and perform staff hiring to scale operations
24x7 operations & scalable workforce
Design and operate a 24x7 service model as needed (follow-the-sun and/or shift-based), including coverage planning, handoffs, escalation paths, and resilience/BCP.Build and scale teams to meet demand fluctuations; define staffing models, role clarity, training plans, and performance management.
Develop leaders (managers/team leads/SMEs), strengthen bench, and maintain strong attrition and engagement outcomes.
Client leadership & relationship management
Serve as a senior client-facing leader for day-to-day delivery and executive engagement; lead client visits, QBRs/MBRs, and steering committees.Anticipate client needs, manage expectations, and communicate transparently on performance, risks, and remediation plans.
Partner with client stakeholders across Operations, Finance, Risk, Compliance, Technology, and front office support functions.
Commercial growth & pursuits
Identify whitespace opportunities (new workstreams, expanded volumes, transformation, automation, analytics, tooling) and shape roadmaps with clear value cases.Lead/coach pursuit activities: solutioning, operating model design, transition approach, resourcing, estimation, pricing inputs, and risk assumptions.
Support proposal development, client presentations, due diligence workshops, and deal-to-delivery handoff.
Risk management, controls, and compliance
Own operational risk and control posture (issue management, audit readiness, evidence quality, control testing support, remediation timelines).Ensure adherence to regulatory and client policy requirements (e.g., segregation of duties, data security controls, Clean access governance, record retention) and vendor oversight expectations.
Manage third-party dependencies (custodians, fund administrators, primes, market data vendors, reconciliation tools) with SLAs and escalation governance.
Transformation & technology enablement
Champion transformation programs that standardize processes, rationalize workflows, and deploy digital and AI capabilities at scale.Drive standardization and automation (workflow, RPA, exception management, reconciliations, data quality) to improve efficiency and reduce operational risk.
Partner with Technology teams on tool selection, requirements, UAT, release readiness, and production stabilization.
Define metrics and insights to proactively manage breaks, fails, and exceptions; implement “shift-left” prevention and straight-through-processing improvements.
End-to-End Revenue Service Desk Operations Leadership
· Lead day-to-day service delivery across Service desk , Lead problem management and partner with Infrastructure tower leads to identify and implement Shift left / automation and AI opportunities,· Ensure service performance meets client expectations for quality, productivity, timeliness, compliance, and financial outcomes.
· Lead AI-enabled transformation of IT service desk operations, including intelligent triage, self-service, analyst copilots, and workflow automation to improve resolution speed, reduce manual effort, and enhance user experience.
· Manage workforce planning, capacity, operating rhythms, and service-level performance across distributed, multi-site teams.
· Standardize execution across the service desk while adapting delivery approaches to client environment, drive CSAT and user engagement and experience level agreements
Required qualifications
· 15–20 years of progressive leadership experience in IT service desk, IT service management, or shared services operations, with responsibility for multiple end-to-end functions.
· Proven success leading complex IT operations in enterprise, managed services, BPO, outsourced delivery, or global shared services environments.· Deep understanding of IT service management processes, including incident, request, problem, change, knowledge, asset, and service-level management.
· Experience leading large, geographically distributed teams with accountability for service quality, productivity, financial performance, SLA adherence, and client relationships.
· Familiarity with ITSM platforms, service management tools, enterprise applications, end-user computing, workflow automation, reporting solutions, and AI-enabled service desk technologies.
· Executive presence with the ability to engage credibly with CIOs, IT leaders, business executives, technology stakeholders, and managed-service clients
· Bachelor’s degree required
Leadership Characteristics
- Strategic but practical; able to convert ambition into executable operating plans.
- Data-driven and outcomes-focused, with strong financial and operational acumen.
- Calm under pressure and effective in high-visibility, high-accountability situations.
- Skilled at influencing across cross-functional and client environments.
- Change-oriented, with the ability to modernize delivery while maintaining trust and stability.
- Strong people leader who builds teams, develops talent, and creates followership.
Measures of Success
- Sustained improvement in Service desk KPI and CSAT.
- High client satisfaction, retention, and relationship expansion.
- Successful deployment of scalable AI-enabled and digital process improvements.
- Strong delivery governance, risk management, and audit readiness.
- Improved productivity, quality, and cost-to-serve across operations.
- Development of a resilient, high-performing leadership team and operating model.
Work Model: Full-time; may include on-call/after-hours coverage to support 24x7 operations
Travel: As needed for client visits, transitions, and pursuits (typically 10–30%
Education
- Bachelor’s degree in Science, Bachelor of Science in Information Technology (B.Sc.-IT), Bachelor of Computer Applications (BCA), or another non-engineering discipline
Location
Hyderabad/ Chennai
Shift/Work Timings
- The role requires flexibility to work in various shift timings, including night shifts, as per business needs.
- You will be expected to work from the office five days a week.