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(AI)deation to impact: Architecting an AI-first workforce in the tech services sector

The tech services industry in India has seen a dramatic acceleration in AI readiness in the past six months. The industry has moved from cautious experimentation to scaling AI across service delivery, internal operations, and even revenue generation. Yet, behind the headlines of productivity boosts and AI copilots lies a far more complex and nuanced reality. As contracts evolve and delivery models get re-architected, service providers are forced to answer: Are we truly AI-ready? This Nasscom-EY joint study dives deep into these transitions as it captures emerging realities from the trenches and spotlights what it takes to move beyond experimentation into real AI-led impact.
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Key Findings

01

  • Scaled linearity of workforce and delivery is being disrupted by AI.
  • Delivery teams are now pods of humans + AI agents.
  • Value measurements are getting transformed from effort-hours alone to business impact.
  • Client expectations too are shifting towards outcome-linked pricing, shared risk, and faster time-to-value.
02

  • AI’s productivity boost unlocks value realization when deliberate role reconstruction accompanies it.
  • Companies are redesigning tasks and jobs from an AI-first lens.
  • As a result, learning curves are transforming across levels – from entry-level hires to experienced mid-managers, and the leadership.
  • Leaders are gearing to not only solve for tech readiness, but also people readiness
03

  • Companies are reimagining career progression as fluid, skill-led, nonlinear pathways.
  • Task and skill-based role disaggregation and reassembly are being increasingly adopted.
  • Mindset and cultural shifts are upending chronology for skill and adaptive capabilities.
  • Hybrid teams – human + AI specialist pods are becoming the norm.
04

  • AI is not a technology shift — it is a structural reordering of how we define work, assign value, and build institutions.
  • Between human ingenuity and machine capability, delivery, learning, and career pathways are upending job roles and hierarchies.
  • In an AI-first economy, policymakers, industry, educators, all have to come together and solve for this systemic challenge.

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