Program Head - Enterprise Product Services (TAC Exp is must)

Movate; Chennai District; On-site; INR 5,000,000 - 7,000,000; Full time

Job summary

Movate is seeking a Program Head - Enterprise Product Services to lead global TAC, enterprise product support, and managed services delivery. You will drive AI-enabled transformation, P&L ownership, and high-velocity delivery across complex enterprise environments.

Lead 24x7 operations, govern service quality, and partner with executives across sales, product, engineering, and customer success to deliver measurable client value and sustained growth.

Qualifications

• 20+ years of experience in technical support, TAC operations, enterprise product support, managed services, customer success, or technology service delivery.
• Proven track record of managing large-scale global teams (700+ headcount) across multiple time zones and regions.
• Experience handling enterprise-grade technical environments (Cloud Infrastructure, Cyber Security, Networking, or Enterprise Software).
• Significant senior leadership experience managing large, multi-client, multi-technology global delivery operations.

Responsibilities

• Lead 24x7 global TAC and enterprise product support operations across L1, L2, and L3.
• Own portfolio P&L and drive results with stakeholders.
• Define delivery frameworks, governance standards, and operational playbooks.
• Drive AI-enabled transformation, automation, analytics, and digital support programs.
• Oversee onboarding, adoption, renewals, and lifecycle services for customers.

Skills

Leadership

Delivery management

Customer success

AI adoption

Strategic thinking

Cross-functional collaboration

Education

Bachelor's degree in Engineering/CS/IT

Postgraduate degree in Management preferable

Job description

At Movate, you are joining a fast-growing, innovative force redefining the digital services landscape. In an era shaped by AI and services-as-software, Movate stands out as a nimble, disruptive player that has doubled in size over the past four years. You will work with cutting-edge technologies and a dynamic leadership team driving meaningful digital transformation. Our culture is defined by DREAM: Dare to excel, Respect people, Emulate integrity, Act with agility, and Make customer success the top priority. Movate fosters continuous learning and growth through strong development programs, contributes to communities through impactful CSR initiatives, and celebrates a fun, vibrant culture that blends passion, purpose, and innovation, making it more than a workplace, but a thriving community shaping the digital future.

About Movate:

Movate is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and an unwavering focus on client outcomes. We partner with ambitious, growth-oriented enterprises across industries, helping them stay ahead of the curve through our diverse workforce of over 12,000 full-time Movators across 20 global locations, and a gig network of thousands of technology experts in 60 countries, speaking more than 100 languages. With this scale and expertise, Movate has emerged as one of the most awarded and analyst-recognized companies in its revenue range.

Through our W(AI)VE™ framework, we help enterprises amplify growth with AI, driving engineering excellence, operational efficiency, and measurable business impact. We enable organizations to adopt AI-first strategies, challenge the ordinary, and become truly outcome-driven.

Our enterprise AI suite – MovateAI, establishes a strong AI foundation for modern businesses, powering human-AI collaboration across functions. Adaptive, modular, and scalable, it integrates with existing architectures to deliver tailored results and lasting advantage.

Job Title: Program Head - Enterprise Product Services

Reporting To : Chief Delivery Officer

Role Overview:

Program Head Enterprise Product Services (EPS) is responsible for leading large-scale global Technical Assistance Center (TAC), enterprise product support, customer success, professional services, and managed services delivery. This role combines delivery leadership, technical support operations, customer governance, P&L ownership, service transformation, AI-led innovation, and people leadership across complex enterprise and XaaS environments.

Key Responsibilities:

• Profitable Growth
• Primary role is to provide leadership to profitably grow the portfolio through leadership in transforming services using AI
• Own the portfolio P&L and drive results by influencing all internal and external stakeholders
• Lead 24x7 global TAC and enterprise product support operations across L1, L2, and L3 support environments.
• Own service delivery performance across SLAs, CSAT, quality, productivity, case resolution, backlog, ageing, and escalation management.
• Provide leadership across enterprise software, SaaS/XaaS, cloud, networking, cybersecurity, storage, and digital infrastructure support environments.
• Establish consistent operating rhythms, governance mechanisms, risk controls, and service-improvement programs across accounts.
• Drive improvements in first-contact resolution, mean time to resolution, knowledge reuse, engineer productivity, and customer experience.
• Ensure resilient workforce coverage, capacity planning, technical readiness, and business continuity for high-availability support operations.
• Operational Excellence & Service Transformation
• Define and institutionalize delivery frameworks, support methodologies, governance standards, and operational playbooks
• Lead transformation initiatives covering workflow redesign, digital TAC, self-service, knowledge management, analytics, and automation.
• Improve operational predictability through performance dashboards, proactive risk identification, and structured root-cause elimination.
• Drive transition governance for new programs, scope expansions, platform changes, and complex service migrations.
• Promote proactive and preventive support practices to reduce repeat incidents and improve product experience.
• Ensure alignment with customer security, compliance, audit, and service-management requirements.
• Build trust and relationships with the customers at various levels
• Act as the senior delivery sponsor for strategic enterprise and technology customers.
• Partner with customer executives, product leaders, engineering teams, support stakeholders, and customer success organizations. Lead executive business reviews, service governance, critical escalations, recovery programs, and improvement commitments.
• Serve as the executive escalation point for mission-critical client outages (Sev-1 / Sev-2), managing incident response and customer trust during severe disruptions
• Own portfolio financial outcomes, including revenue assurance, delivery margin, cost governance, utilization, productivity, and investment priorities. Drive workforce optimization, pyramid effectiveness, location strategy, and automation-led productivity without compromising service quality.
• Partner with sales, solutions, finance, transition, workforce management, and account teams on new-logo and account-growth pursuits.
• Identify margin-improvement and revenue-expansion opportunities across existing accounts.
• Balance customer outcomes, employee capability, delivery resilience, and commercial discipline.
• AI-Powered Support & Digital Innovation
• Champion responsible adoption of AI copilots, intelligent automation, analytics, and digital support models across the EPS lifecycle.
• Demonstrated experience in client-facing advisory roles, leading digital transformation or AI adoption initiatives for large global accounts
• Advance use cases such as intelligent case triage, case summarization, log analytics, knowledge recommendation, agent assistance, and next-best-action guidance.
• Expand self-service, assisted support, proactive insights, and predictive operations to improve customer and engineer experiences.
• Define measurable business value for AI initiatives across productivity, quality, resolution speed, customer satisfaction, and cost-to-serve.
• Partner with technology, product, and innovation teams to industrialize reusable accelerators and support solutions.
• Customer Success, Professional Services & Managed Services
• Provide leadership across customer onboarding, adoption, engagement, technical account management, renewals support, and lifecycle services.
• Oversee professional services covering product implementation, integration, deployment advisory, upgrades, and remote services.
• Ensure architectural integrity, delivery quality, knowledge transfer, and smooth handover into managed support operations.
• Build stronger alignment between support, customer success, professional services, product engineering, and account teams.
• Drive consistent customer outcomes across the complete enterprise product experience lifecycle.
• Build leaders and teams to create a positive and vibrant work culture
• Lead and mentor delivery leaders, support managers, technical managers, architects, specialists, engineers, and enabling teams.
• Build leadership bench strength, succession depth, technical capability, and a culture of ownership and customer centricity.
• Establish skill frameworks, certification pathways, career development, leadership development, and targeted capability-building programs.
• Drive employee engagement, performance discipline, collaboration, innovation, and execution excellence across distributed teams.
• Create a talent strategy aligned to portfolio growth, technology evolution, and future customer requirements.
• People and Talent
• Build a high-performance culture focused on technical mastery, & continuous upskilling
• Design/Reengineer career development frameworks to recruit, retain, and develop top-tier technical support talent

Required Experience & Qualifications

• 20+ years of experience in technical support, TAC operations, enterprise product support, managed services, professional services, customer success, or technology service delivery.
• Proven track record of managing large-scale global teams (700+ headcount) spread across multiple time zones and regions (AMER, EMEA, APAC LATAM).
• Experience handling enterprise-grade technical environments (e.g., Cloud Infrastructure, Cyber Security, Networking, or Enterprise Software
• Significant senior leadership experience managing large, complex, multi-client, and multi-technology global delivery operations.
• Deep understanding of L1, L2, and L3 support models, escalation management, knowledge operations, service governance, and technical support metrics.
• Proven ownership of operational and financial outcomes, including service quality, CSAT, productivity, revenue, margin, and organizational scale.
• Executive customer management experience covering business reviews, critical escalations, transformation discussions, retention, and account growth.
• Experience leading AI, automation, analytics, digital support, or service-transformation programs.
• Strong leadership communication, commercial acumen, stakeholder influence, and data-based decision-making capability.
• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline. Post graduate degree in Management is preferable.
• Relevant certifications in IT service management, cloud, networking, cybersecurity, product support, or program leadership are advantageous

Preferred Domain Exposure

• SaaS and XaaS platforms
• Enterprise software and digital products
• Cloud and infrastructure services
• Networking, cybersecurity, storage, and data platforms
• Customer success and technical account management
• Professional services and managed services
• Global multilingual 24x7 support operations
• AI-enabled technical support and digital TAC
• Strategic and operational leadership with the ability to move between portfolio direction and execution detail.
• Credibility with technical teams and senior customer stakeholders.
• Commercial mindset with a strong command of delivery economics and portfolio performance.
• Calm and structured leadership during critical escalations and complex transformation programs.
• Ability to simplify operating models, lead change, and institutionalize scalable best practices.
• Clear executive communication, collaborative leadership, and strong stakeholder influence.

Success Measures

• Customer: CSAT, relationship health, retention, executive confidence, and account value.
• Delivery: SLA performance, quality, backlog health, MTTR, escalation closure, and service continuity.
• Financial: Revenue assurance, margin improvement, productivity, utilization, and cost-to-serve.
• Transformation: AI and automation adoption, measurable value realization, and support maturity.
• People: Leadership depth, capability growth, engagement, succession readiness, and talent stability.