Head of Operations / Service Delivery Manager

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About Us:

HYI.ai is a virtual assistance platform for startups and entrepreneurs, offering on-demand 

access to remote engineers, mentors, and co-founders. Our Offshore Development Centre 

(ODC) enables scalable growth with dedicated teams, and our skill assessment platform 

ensures top talent is industry-ready. 

Role Overview:

HYI.ai is seeking an experienced and execution-focused Head of Operations to lead and 

manage end-to-end service delivery, operations, and project execution in a fast-growing IT 

services environment. This role demands deep expertise in project management, client 

operations, budgeting and billing, grievance handling, and modern cloud infrastructure. You will 

play a key role in aligning people, processes, and technology to drive operational excellence 

and customer satisfaction. 

Key Responsibilities:

1. Operational Leadership & Strategy Execution 

• Implement efficient operations strategies that support overall business objectives. 

• Drive continuous improvement across service delivery, internal processes, and resource 

allocation. 

• Collaborate with senior leadership to align operational goals with company vision. 

2. Project & Delivery Management 

• Lead end-to-end project planning and execution across multiple technology 

engagements. 

• Ensure effective timeline management, delivery quality, and risk mitigation. 

• Use modern project management tools (e.g., JIRA, Asana, Monday.com) to manage 

workloads, sprints, and client deliverables. 

3. Technology & Infrastructure Oversight 

• Manage technical operations with a focus on scalable and secure cloud infrastructure 

(AWS, Azure, GCP). 

• Coordinate closely with tech teams to support deployment, uptime, and infrastructure 

costs. 

• Ensure infrastructure aligns with client needs and performance SLAs. 

4. Client Operations & Grievance Handling 

• Serve as a senior point of contact for client escalations and issue resolution. 

• Implement a structured grievance redressal mechanism internally and externally. 

• Foster strong, long-term relationships through transparent communication and 

operational reliability. 

5. Team Management & Resource Planning 

• Lead delivery, engineering, and support teams to achieve service excellence. 

• Plan and manage resource allocation, hiring, and performance tracking. 

• Mentor team leads and ensure high levels of engagement and accountability. 

6. Budgeting, Billing & Financial Operations 

• Oversee budget planning, project billing, and cost tracking for service accounts. 

7. Process, Quality & Compliance 

• Coordinate with finance on invoices, collections, and P&L impact of operational 

decisions. 

• Continuously seek areas to improve margins and control operating expenses. 

• Define and enforce SOPs for task management, quality assurance, and SLA adherence. 

• Drive reporting cadence for internal KPIs and external client metrics. 

• Ensure compliance with IT standards, client contracts, and data protection norms. 

Required Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Engineering, Business, or a related 

field. 

• 8+ years of experience in IT operations, delivery, or project management. 

• Proven expertise in budgeting, billing, and financial oversight of technology projects. 

• Experience handling client grievances and operational escalations. 

• Hands-on exposure to cloud infrastructure (AWS, Azure, GCP). 

• Strong command over Agile methodologies and project management tools. 

• Excellent stakeholder management, communication, and leadership skills.