Head of Customer Success Shared Services & Innovation

Key Responsibilities

• Build, lead, and scale the India-based Shared Services hub, delivering standardized services to support global Professional Services teams.
• Drive an AI and Automation First approach , identifying processes where automation and AI can create efficiency and lead to better customer outcomes
• Design, operate, and optimize SLA-based service offerings, including (but not limited to):
  • Solution testing and validation
  • Configuration and deployment
  • Model tuning and assurance
  • Operational tooling and process automation
• Collaborate closely with Engineering teams to identify and resolve lifecycle challenges across build, deploy, and operate stages—enabling better product-service alignment and delivery outcomes.
• Work in partnership with the SaaS Site Reliability Engineering (SRE) team to ensure scalability, availability, and performance of service-related infrastructure.
• Drive continuous service innovation—identifying inefficiencies, prototyping improved workflows or offerings, and scaling them globally once validated.
• Own the Shared Services operating model, including capacity planning, workload prioritization, SLAs, service catalog, documentation, and performance reporting.
• Track and report on KPIs using tools like Power BI, Summit, and Jira; ensure visibility and accountability across all stakeholders.
• Leverage GitHub, automation, and CI/CD practices to streamline service delivery processes where applicable.
• Build and manage a high-performing team of technical and operational professionals, fostering a culture of excellence, ownership, and continuous improvement.
• Collaborate regularly with Professional Services, Product, Engineering, SaaS Ops, and Customer Success leaders to align goals, support delivery, and drive business outcomes.

Qualification & Requirements

Qualifications & Experience

• 10+ years of experience in Shared Services, Technical Operations, or Delivery Enablement, ideally in a SaaS or enterprise technology company.
• Proven experience leading SLA-driven technical service teams (e.g., testing, tuning, configuration, etc.).
• Strong technical acumen, with hands-on familiarity in Azure or AWS cloud environments.
• Experience working with Jira, Power BI, Summit, GitHub, and related tools.
• Demonstrated ability to work across Engineering, SRE, and Product teams to improve service and lifecycle outcomes.
• A track record of designing and implementing scalable, repeatable processes in a high-growth or global services environment.
• Proven success in driving efficiency and service innovation, including designing and rolling out global service offerings.
• Strong people leadership and team-building skills, with experience managing cross-functional or matrixed teams.
• Familiarity with ITSM or DevOps practices and delivery models (e.g., Agile, CI/CD, Lean, or ITIL).

Attributes

• Strategic and execution-focused, with strong attention to operational detail.
• Innovative & driven to improve both efficiency and the client experience through automation and the use of GenaI
• Technical, hands-on, and comfortable bridging between business and engineering.
• Highly collaborative, with the ability to influence across global and cross-functional teams.
• Strong communicator, adept at working across cultures, time zones, and business functions.
• Data-driven decision-maker, with a strong focus on service quality, efficiency, and measurable outcomes.
• Passionate about innovation, delivery excellence, and scalable operations.

Benefits

No information available.