Delivery Head

Delivery Head – Lead CSIJob Summary

• We are looking for a visionary technology leader responsible for driving the strategy, automation, and transformation of the enterprise IT operations landscape.
• This expanded role will oversee Service Improvement Initiatives and Adoption of AI‑Ops & autonomous operations to deliver a self‑healing, predictive, and highly automated IT environment.
• This leader is accountable for significantly reducing manual support dependencies by implementing AI‑driven automation frameworks that eliminate L1 support (100%) and reduce L2 support effort by at least 50%, while ensuring world‑class performance, reliability, and security across IT services.

Key Responsibilities

1. Strategic & Autonomous Operations Leadership

• Define and execute a long-term strategy for AI, autonomous operations, and AI driven service management.
• Build /Operationalize an enterprise-wide framework for Autonomous IT Operations (AIOps), ensuring seamless integration with infrastructure, cloud, and SRE functions.
• Lead the implementation of AI agents, decisioning engines, and self-healing automation across service operations.
• Lead & drive Continual Service Improvement Programs across critical inhouse & partner managed Apps & Infra for higher availability on IT Side.2. Operational Excellence & Automation Transformation
• Achieve 100% elimination of L1 support through predictive automation, intelligent routing, and autonomous resolution workflows.
• Deliver 50% reduction in L2 support workload through AI based diagnostics, automated remediations, and knowledge orchestration.
• Oversee implementation of AI driven monitoring, anomaly detection, auto triaging, and automated incident remediation.
• Optimize IT operations through AIOps, observability platforms, and closed loop automation.3. Innovation & Technology Modernization
• Lead modernization of CI/CD, IaC, and DevSecOps with embedded AI and smart orchestration.
• Build a center of excellence for autonomous operations and AI first service engineering.4. Incident, Problem & Change Management Automation
• Deploy automated playbooks, AI guided root cause analysis, and recommendation engines.
• Implement self-service and conversational AI capabilities across ITSM platforms.
• Ensure proactive detection (MTTD < 5 minutes) and rapid recovery (MTTR < 1 hour) through automation.5. Stakeholder & Vendor Engagement
• Communicate operational health, transformation progress, AI impact, and risk posture to senior leadership.
• Partner with cybersecurity, product, and enterprise architecture teams to ensure secure and compliant autonomous operations.
• Manage strategic vendor partnerships for AI, observability, infrastructure, and automation technologies.
• Drive enterprise-wide AI adoption by conducting workshops and training sessions on AI platforms, identifying high-value business use cases, and acting as the bridge between IT teams and AI engineering. The role will champion AI awareness, translate IT needs into AI solutions, and ensure successful adoption and value realization.Required Skills & Experience
• Bachelor’s degree in engineering, Computer Science, or related field (B.E./BTech preferred).
• 15+ years of progressive experience in infrastructure engineering, SRE, DevOps, and IT operations automation.
• Strong hands-on experience with AIOps platforms, Agentic AI models, and autonomous operations frameworks.
• Proven background in large scale IT modernization, observability, and reliability engineering.
• Expertise in cloud operations (AWS/Azure/OCI), Kubernetes, container orchestration etc.
• Deep understanding of AI/ML, automation platforms, scripting (Python/Shell), and integration pipelines.
• Experience with ITSM platforms, incident automation, and workflow orchestration.
• Strong leadership capabilities with experience in driving major automation transformations.
• Strong hands-on experience with AIOps platforms, Agentic AI models, and autonomous operations frameworks.
• Knowledge on DevOps and SRE metrics and automation tools (Terraform, CloudFormation, Jenkins, Ansible, etc.).