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Job Description: Head of Services Transformation Role Title:Head of Services Transformation Reporting to:SVP of a Major Telecom Account Location:India – Noida Span of Responsibility:~ Multi-thousand employees across Services Delivery functions Domain Expertise: -TelecomRole Purpose TheHead of Services Transformationwill be responsible for driving workforce efficiency, productivity, and structural optimization across India delivery centers. The role will lead a comprehensive transformation program aimed at improving organizational effectiveness through data-driven workforce planning, role optimization, automation adoption, and performance management discipline. The successful candidate will act as a strategic change agent, balancing operational rigor with innovation and to ensure the Services organization delivers higher value with greater agility, accountability, and sustainability.Key Responsibilities 1. Workforce Efficiency & Performance Management Drive a structured productivity improvement program across all delivery units. Identify, assess, and manage low performance within the workforce through fair, data-driven interventions. Establish performance benchmarks and dashboards to measure and improve billable utilization, efficiency ratios, and cost per output. Work closely with HR and Delivery Leadership to implement a disciplined performance management and career-path framework. 2. Organization Design & Structural Optimization Review and re-shape the organizational structure to ensure optimalspan of control ,role clarity , andmanagement layers . Rationalize non-billable functions and ensure appropriate balance between delivery, governance, and enabling roles. Align structure and headcount with business volumes, ensuring scalability without redundancy. 3. AI & Automation Enablement Identify and deployAI-driven and automation solutionsto improve delivery efficiency, reporting, and operational quality. Partner with internal technology teams and vendors to integrate automation tools across project management, reporting, and service delivery workflows. Quantify and report measurable business value from automation initiatives. 4. Financial & Operational Governance Establish KPIs and governance routines to monitor transformation progress, workforce productivity, and cost-to-serve metrics. Work with Finance to ensure transformation outcomes are directly reflected in improved margins and P&L performance. 5. Change Leadership & Stakeholder Engagement Drive a culture of accountability, transparency, and continuous improvement. Partner with delivery heads, HR, and operations to embed transformation principles in day-to-day management. Communicate transformation goals and progress effectively across all levels of the organization.Qualifications & Experience 15+ years of experience in large-scale services or operations environments, preferably within telecom, IT, or engineering services. Proven experience inorganization design ,workforce transformation , andAI-led productivity improvement . Strong analytical background with proficiency in data-driven decision-making. Deep understanding of service delivery models, utilization management, and performance governance. Demonstrated ability to lead change and deliver measurable financial outcomes.Key Attributes Strategic thinker with operational discipline. High resilience and ability to manage sensitive workforce issues with fairness and clarity. Excellent stakeholder communication and influencing skills. Results-oriented with a strong sense of ownership and urgency.