Head Service Delivery

Job Description

Service Delivery Head (Only Mumbai and SI based candidates to apply)

Key Responsibilities

1. Service Delivery Management

Oversee day-to-day operations of IT hardware and networking service delivery across multiple locations or client accounts.
Ensure adherence to SLAs and KPIs for uptime, response time, and resolution.
Lead service planning and execution for enterprise customers, data centers, and managed network services.
Manage service transition for new projects, ensuring smooth handover from implementation to steady-state operations.

2. Customer Relationship Management

Conduct regular service review meetings with customers and internal stakeholders.
Work closely with service account managers to identify opportunities for service improvement and business growth.
Drive customer satisfaction (CSAT) initiatives.

3. Team Leadership

Lead and mentor technical teams including service engineers, field support staff, and network administrators.
Develop workforce planning strategies, including training, certifications, and performance management.
Foster a culture of accountability, continuous improvement, and technical excellence.

4. Process & Quality Management

Define and implement service delivery frameworks aligned with ITIL best practices.
Ensure compliance with ISO/IEC standards, security policies, and audit requirements.
Monitor incident, problem, and change management processes for efficiency and quality.
Drive automation and digitalization of service workflows using ITSM tools.

5. Financial & Resource Management

Prepare and manage service delivery budgets, forecasts, and cost optimization plans.
Monitor profitability and cost control in service operations.
Ensure optimal utilization of field and remote resources.

6. Strategic & Continuous Improvement

Develop and execute service improvement plans to enhance operational efficiency.
Evaluate new technologies, vendors, and tools to improve service capabilities.
Contribute to strategic decisions around service portfolio, outsourcing, and partnerships.

Key Skills & Competencies

Only Candidates from System Integrated Companies and from Mumbai location need to apply.
Strong understanding of IT infrastructure, hardware, networking, and data center technologies (Routers, Switches, Firewalls, Servers, Storage, etc.).
Excellent grasp of service management frameworks (ITIL v4) and related processes.
Proven experience in managing large-scale service operations or managed services environments.
Strong leadership, communication, and stakeholder management skills.
Analytical and data-driven decision-making approach.
Customer-oriented mindset with a focus on service excellence.