Head of Delivery Services

As the National Delivery Head for IT Services, you will be responsible for leading and managing end-to-end IT service delivery operations across Field Services, Enterprise Services, and Chip-Level Repair Services. Your role will require deep expertise in service planning, operational excellence, team productivity, and cost optimization. You will drive service quality, turnaround time (TAT), yield performance, and ensure robust quality control mechanisms are in place. Key Responsibilities: - Design and implement scalable service delivery models for Field, Enterprise, and Chip-Level Repair Services. - Develop SOPs and service frameworks aligned with business goals and customer expectations. - Ensure seamless coordination between regional service teams and central operations. - Lead, mentor, and review performance of regional delivery teams. - Drive productivity through KPI tracking, performance reviews, and continuous improvement initiatives. - Foster a culture of accountability, ownership, and service excellence. - Monitor and achieve defined Turnaround Time (TAT) targets across service verticals. - Optimize service yield through root cause analysis and corrective action planning. - Implement and refine Quality Check procedures to ensure service consistency and reliability. - Analyze cost requirements across service operations and identify cost-saving opportunities. - Monitor cost performance against budgets and drive efficiency without compromising quality. - Collaborate with finance and procurement teams for strategic cost planning. - Generate and present regular dashboards on service metrics, team performance, TAT, yield, and cost. - Use data-driven insights to inform strategic decisions and operational adjustments. Qualifications & Skills: - Bachelor's or Master's degree in Engineering, IT, or Business Management. - Proven experience in IT Service Delivery, especially in multi-location environments. - Strong understanding of chip-level diagnostics and repair workflows. - Expertise in productivity tools, service management platforms, cost analysis, and AI tools. - Excellent leadership, communication, and stakeholder management skills. - Analytical mindset with a focus on continuous improvement and innovation. Preferred Attributes: - Certifications in ITIL, Six Sigma, or Service Management. - Experience in managing large-scale service operations across geographies. - Ability to thrive in a fast-paced, dynamic environment with evolving priorities. As the National Delivery Head for IT Services, you will be responsible for leading and managing end-to-end IT service delivery operations across Field Services, Enterprise Services, and Chip-Level Repair Services. Your role will require deep expertise in service planning, operational excellence, team productivity, and cost optimization. You will drive service quality, turnaround time (TAT), yield performance, and ensure robust quality control mechanisms are in place. Key Responsibilities: - Design and implement scalable service delivery models for Field, Enterprise, and Chip-Level Repair Services. - Develop SOPs and service frameworks aligned with business goals and customer expectations. - Ensure seamless coordination between regional service teams and central operations. - Lead, mentor, and review performance of regional delivery teams. - Drive productivity through KPI tracking, performance reviews, and continuous improvement initiatives. - Foster a culture of accountability, ownership, and service excellence. - Monitor and achieve defined Turnaround Time (TAT) targets across service verticals. - Optimize service yield through root cause analysis and corrective action planning. - Implement and refine Quality Check procedures to ensure service consistency and reliability. - Analyze cost requirements across service operations and identify cost-saving opportunities. - Monitor cost performance against budgets and drive efficiency without compromising quality. - Collaborate with finance and procurement teams for strategic cost planning. - Generate and present regular dashboards on service metrics, team performance, TAT, yield, and cost. - Use data-driven insights to inform strategic decisions and operational adjustments. Qualifications & Skills: - Bachelor's or Master's degree in Engineering, IT, or Business Management. - Proven experience in IT Service Delivery, especially in multi-location environments. - Strong understanding of chip-level diagnostics and repair workflows. - Expertise in productivity tools, service management platforms, cost analysis, and AI tools. - Excellent leadership, communication, and stakeholder management skills. - Analytical mindset with a focus on continuous improvement and innovation. Preferred Attributes: - Certifications in ITIL, Six Sigma, or Service Management. - Experience in managing large-scale service operations across geographies. - Ability to thrive in a fast-paced, dynamic environment with evolving priorities.