Service Development Head

Experienced senior leader with over 15 years in Shared Services and Global Capability Centers, driving strategic alignment, operational efficiency, and cost optimization. Proven track record in leading cross-functional teams across Finance, Supply Chain, Customer Support, and IT functions. Adept at stakeholder management, especially with U.S.-based leadership, ensuring service excellence through strong governance and collaboration. Skilled in building high-performance cultures, managing global teams, and implementing scalable processes. Brings strong business acumen, ERP expertise, and a hands-on leadership approach in dynamic, multi-shift environments.

Strategic & Business Impact

• Act as a key business partner to global leadership, translating business goals into operational execution across shared services functions.
• Identify, evaluate, and implement process improvements that enhance efficiency, accuracy, and value delivery to business units.
• Drive cost optimization, scalability, and performance improvements across, Intercompany Transfers, Customer service, Inventory planning services, etc.

Leadership & People Management

• Lead a diverse team across service lines with direct and dotted-line managers; instill a high-performance culture rooted in accountability, transparency, and collaboration.
• Own the end-to-end people lifecycle: goal setting, coaching, performance reviews, and succession planning.
• Promote employee engagement, development, and retention through effective leadership and communication.

Stakeholder Engagement & Collaboration

• Regular travel to the United States to engage with business leaders, understand evolving needs, and align service center priorities with on-ground requirements.
• Serve as a key liaison between the India center and global stakeholders, ensuring seamless communication and mutual alignment.

Operations & Infrastructure Oversight

• Ensure adequate infrastructure, technology, and facility management to support service delivery excellence.
• Collaborate with IT teams to introduce and support systems, tools, and automation that improve efficiency and control.
• Proactively manage risks, compliance, data privacy, and security protocols in coordination with internal and external audit functions.

Planning & Governance

• Drive resource planning aligned with demand forecasts and project pipeline.
• Establish KPIs, dashboards, and governance structures for performance monitoring, continuous improvement, and issue resolution.
• Ensure timely and high-quality delivery of business-critical services.

Qualifications & Experience:

• 15+ years of progressive experience in Shared Services, BPO, or Captive Center environments, with 7+ years in senior leadership roles.
• Strong understanding of cross-functional processes including Finance, Supply Chain, Customer Support, Procurement, HR, and IT.
• Proven experience in building, scaling, and transforming shared services or global capability centers.
• Experience in stakeholder management, preferably with US-based teams and leaders.
• Strong business acumen with an ability to influence and drive results across geographies.
• Excellent leadership, communication, and conflict resolution skills.
• Bachelors Degree in Business, Finance, or Engineering; MBA or equivalent preferred.

Preferred Attributes:

• Experience managing teams across multiple shifts, including night operations.
• Familiarity with ERP and automation tools (e.g., Oracle, SAP, ServiceNow, RPA tools).
• Demonstrated ability to operate at both strategic and tactical levels.
• High resilience, problem-solving ability, and decisiveness in ambiguous environments.
• US visa and travel history to US / CAN or other GCCs in Europe.