Service Delivery & Improvement Lead (Assessment Solutions)

Job Title: Service Delivery and Improvement Lead – Assessment Solutions

Position type: Full Time

Work Location: Gurgaon

Working style: Hybrid

Shift Time: 10am - 7pm

People Manager role: No

Education: BE/ B. Tech or Equivalent

Required years of experience: 6-10 years

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. We are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

About the Role

We are looking for a hands-on Service Delivery and Improvement Lead to drive the stability, reliability, and continuous improvement of our platform services.

You will:

• Own day-to-day service delivery and performance for key platforms.
• Lead service improvement initiatives, shift left endeavors, and uplift our overall ITIL maturity from a low baseline.
• Act as the bridge between 6 platform development squads and a global supplier-staffed production support team.
• Gradually introduce SRE-aligned practices (SLIs/SLOs, better monitoring/alerting, post-incident reviews) in a pragmatic, step-by-step way.

This is a lead, do, and influence role – ideal for someone who enjoys being close to the work while shaping how teams operate.

Key Responsibilities

• Own and improve service performance (availability, incidents, SLAs/OLAs, customer satisfaction).
• Coordinate and engage with the global production support teams to ensure timely response, resolution, and clear communication.
• Ensure effective incident, problem, change and major incident management, including RCAs and follow-through on actions.
• Ensure creation and maintenance of global release calendars, runbooks, SOPs, and knowledge articles to support stable operations.
• Define and execute a service improvement roadmap, using data and trends to target the biggest issues.
• Work closely with dev squads to prioritize reliability, operability, and supportability in their backlogs.
• Introduce and mature SRE-aligned practices such as SLIs/SLOs, improved monitoring/alerting, post-incident reviews, and toil reduction.
• Report regularly on service KPIs (e.g. MTTR, incident trends, change success rate, availability) to stakeholders.

What We’re Looking For

• 6–10 years of IT experience in service delivery, production support, SRE or operations roles.
• Strong working knowledge of core ITIL processes (Incident, Problem, Change, Major Incident, Knowledge).
• Proven experience driving service or process improvements from low baseline levels, not just running BAU.
• Experience working with distributed / offshore support teams, ideally supplier-resourced.
• Hands-on experience with ITSM and ticketing tools (e.g., ServiceNow, JIRA Service Management).
• Comfortable collaborating with development teams and influencing their priorities.

Nice to Have

• ITIL Foundation or higher.
• Exposure to SRE concepts (SLIs/SLOs, error budgets, toil reduction, observability).
• Experience in cloud, platform engineering or SaaS environments.

Personal Attributes

• Hands-on and proactive – happy to dive into tickets, logs, dashboards, and processes.
• Strong communicator – clear with both technical and business stakeholders.
• Change agent – able to challenge current ways of working constructively and build buy-in.
• Collaborative leader – leads through influence across dev squads and supplier teams.

If you’re excited by the idea of building service maturity from the ground up and improving reliability across multiple teams, we’d love to hear from you.

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal-opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their well-being and work/life balance while empowering them to be their authentic selves.

Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work.

Our continuous learning culture inspires and equips colleagues to learn, share, and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant, and more valued.

COMMITMENT TO SUSTAINABILITY

Aon is dedicated to integrating sustainability into our core business practices. We strive to minimize our environmental impact through innovative solutions and responsible stewardship, ensuring a sustainable future for our clients and communities.