VP, Service Operations

Operative India Private Limitd

8 - 10 years

30 - 35 Lacs

bengaluru

Posted:6 days ago| Platform:

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Skills Required

change management operational excellence performance management workforce planning data privacy continuous improvement technical support crm service operations quality management

Work Mode

Work from Office

Job Type

Full Time

Job Description

The VP, Service Operations leads global service delivery, technical support to ensure consistent, high-quality service experiences. The role defines service strategy, builds scalable processes, and manages the service P&L, balancing customer outcomes with efficiency and cost.
Key responsibilities
Own end-to-end service delivery and operations and operational SLAs/OLAs.
Drive continuous improvement to optimize response, resolution, and turnaround times.
Build and manage service budgets, forecasts, and unit economics; deliver margin and cost-to-serve targets.
Establish KPI frameworks and operational dashboards; run weekly/monthly business reviews.
Lead workforce planning, capacity modelling, and partner/vendor performance management.
Implement and evolve service tech stack (CRM/ITSM, FSM, knowledge management, ).
Standardize global service policies, playbooks, SOPs, and quality management systems.
Partner with Product and Engineering to drive serviceability, reliability, and defect reduction.
Ensure regulatory, safety, data privacy, and industry compliance across all service operations.
Recruit, develop, and mentor high-performing service leaders and frontline teams.
Translate service roadmap with measurable outcomes.
Build a performance culture centered on customer outcomes, safety, and operational excellence.
Lead change management for new processes, org design, and technology adoption.

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VP, Service Operations

bengaluru

8.0 - 10.0 yrs

INR 30 - 35 Lacs

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