Head of Service Delivery (Global)
Everseen
Industry
-
Location
Pune, India
Work mode
On-site
Job type
Full-time
Annual salary
Not specified
Minimum experience
15+ years
Posted
11th September, 2026
Required skills
Artificial IntelligenceITILChange ManagementDevOpsQuality AssuranceCustomer SupportCustomer ExperienceRevenue GrowthComputer ScienceAgileJiraServiceNowITIL V4AWSMicrosoft Azure
About the role
Everseen: A leader in vision AI solutions for the world’s leading retailers.
The Role
Are you a seasoned leader ready to drive 24x7 resilience and guarantee 99.99% availability for mission-critical software? As Head of Service Delivery, you will lead our global support organization, championing ITIL best practices and cutting-edge AIOps and self-healing automation to meet strict SLAs. In this high-impact, customer-focused, and C-level facing role, you will manage high-performing teams, resolve major incidents, and directly influence our product roadmap to maximize customer satisfaction and global growth.
What You'll Do
- Lead, mentor, and evaluate Technical support and AI Ops engineers.
- Forecast staffing needs and manage hiring to maintain optimal 24x7 coverage.
- Plan and Manage functional budget for Digital Operations Team
- Design continuous training programs to upskill engineers on application and deployment architecture
- Global Delivery Model: Ensure 24x7 Availability for uninterrupted application support.
- Lead major incident management processes to minimize downtime for critical software.
- Drive accountability for application uptime metrics, ensuring key performance metrics like Average Speed of Answer (ASA), First Contact Resolution (FCR), and Mean Time to Resolve (MTTR) stay strictly "green".
- Act as the primary point of contact for high-priority client and stakeholder escalations.
- Champion disaster recovery and business continuity plans to guarantee zero-downtime support readiness.
- Drive Automation: Champion AIOps, self-healing automation, and AI-driven ticketing triage to reduce manual L1 workloads.
- ITSM Excellence: Govern organizational adherence to ITSM practices, driving continuous improvements in Problem and Change Management.
- Cross-Functional Synergy: Partner with Engineering, DevOps, and Product heads to influence product roadmaps using support data insights.
- Champion ITIL adoption and implementation across the organization
- Ensure consistent quality in the customer support and digital operations
- Drive the culture of ‘Quality First’ across digital operations
- Lead quality improvement initiatives focused on delivering consistently better customer experience for all solutions
- Define Support Strategy, long-term vision and operational roadmap for global 24x7 technical support environments.
- Own the operational budget (Opex), optimizing resource allocation across onshore, offshore, and nearshore hubs.
- Present high-level operational health, risk assessments, and SLA compliance metrics directly to C-level executives.
- Connect technical support outcomes to broader customer retention, revenue growth, and corporate scaling goals.
Functional Leadership
Operations & SLA Management
Process Innovation & Continuous Improvement
Quality Assurance
Strategic Leadership & Governance
Collaborating with
- Global operations
- Product Engineering - L3 support
- CloudOps
Profile and Skills
- Master’s or bachelor’s degree in computer science or STEM field
- 15+ years in technical operations, with 5+ years directing large-scale, multi-site 24x7 support organizations.
- Proven history managing support for enterprise-grade, high-volume software applications with 99.99% uptime demands.
- ITSM Professional or equivalent Agile/DevOps leadership certifications.
- Deep expertise in ITSM platforms like Jira Service Management, ServiceNow, or Remedy.
- ITIL v4 Expert/Foundation certification
- Experience of managing large-scale Managed Service Provider (MSP) contracts.
- Strong conceptual grasp of enterprise cloud architectures (AWS/Azure/GCP), microservices, and observability platforms.
- Crisis Management: Exceptional calm and clarity under pressure during high-severity system outages.
- Strong verbal and written communication skills for presenting technical issues to non-technical stakeholder
Experience & Education
Shrink and inefficiency cost global retailers more than a hundred billion dollars each year. But Everseen is changing that equation. We are a leader in vision AI, transforming business operations for global retailers by reducing shrink, improving operations, and delivering a better customer experience.
Supporting 11 of the top 20 global retailers, Everseen’s AI innovations help retailers save millions of dollars every month. Its flagship product, Evercheck, is deployed in 10,000 retail stores and 150,000 checkouts globally. Everseen operates at unmatched scale, processing over 15 million transactions, and more than six petabytes of video data, daily.
Trusted by major food, drug, mass, and specialty retailers around the world - including Kroger, Meijer, and Woolworths - we also partner with leading hardware, AI, and cloud computing providers such as Google, NVIDIA, NCR, and Dell.
Founded in 2007 and headquartered in Cork, Ireland, Everseen has over 700 employees globally, with a European headquarters in Cork, Ireland, a U.S. headquarters in Miami, and hubs in Romania, Serbia, India, Australia, and Spain.
We are a dedicated team of inventors, research scientists, engineers, AI experts and retail industry veterans. Our culture is built on accountability, collaboration, and high standards. We take ownership of outcomes, prioritise our customers, operate as one team, move quickly with purpose, and continually raise the bar in everything we deliver.
Our Culture
Our culture is built on ownership and accountability, we own outcomes, not tasks. We stay relentlessly customer-first, letting their needs shape our priorities and decisions.
We work as one team: we challenge ideas, align quickly, and commit together. We move with pace, without compromising on simplicity or quality. And every day, we raise the bar, strengthening our talent, pushing innovation forward, and maximizing our impact.
Our Values
We OWN THE OUTCOME. No silos, no excuses.
We ARE CUSTOMER-FIRST. They guide our decisions.
We ARE ONE TEAM. Debate, decide, commit.
We MOVE WITH PACE. With simplicity and quality.
We RAISE THE BAR. On talent, innovation and impact.
Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.
Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.
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