Head of Customer Success Shared Services & Innovation

Introduction

We are seeking a high-impact Head of Shared Services to build, lead, and scale our Shared Services function based in India, enabling delivery efficiency and innovation across our global Professional Services organization.

This role will be responsible for delivering consistent, SLA-driven services that directly support project delivery teams—including testing, configuration, model tuning, assurance, and other repeatable services. You will work closely with global Professional Services leaders, Engineering, and SaaS Site Reliability teams to improve service lifecycle quality and delivery speed.

The ideal candidate will bring strong technical depth, operational excellence, and a passion for identifying and scaling efficiencies globally. You will lead a high-performing team and serve as a central hub for innovation, standardization, and performance across the services function.

Job Description

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.
  

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.
  
  

About Us

SymphonyAI is at the forefront of innovation, leveraging cutting-edge artificial intelligence and machine learning technologies to transform industries and drive business growth. As a global leader in AI-powered solutions, we empower organizations to harness the full potential of data-driven insights. SymphonyAI enterprise applications rapidly deliver transformative business value across retail, CPG, financial services, manufacturing, media, Enterprise IT and the public sector. SymphonyAI combines unrivalled AI technology, vertical expertise and industry-specific data and insights into applications that drive the highest value for customers. We are one of the largest and fastest growing AI portfolios.

SymphonyAI Financial Services delivers world-leading AI-powered compliance and fraud prevention solutions to global financial institutions. As we expand into next-generation SaaS platforms—Sensa, InvestigationHub, and DataHub—our SRI (Site Reliability & Intelligence) team is the backbone, ensuring resilience, availability, and excellence in every customer experience.

Our mission is to build intelligent, self-healing systems that anticipate and prevent issues before they impact customers. The SRI team is not just about uptime—it’s about insight, innovation, and intelligent automation.