Senior Manager/Director - Software Implementation (Professional Services)

Introduction:
Job Title: Head of Shared Services, Financial Services
Location:
India

Department:
Shared Services (SRI - Site Reliability . Intelligence), Professional Services

Overview:
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.

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:
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.

Required Skills . Qualifications:

• 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).

**Diversity . Inclusion Statement:

We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.

About Us:

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500. Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.