National Delivery Head

Job Title: National Delivery Head IT Services Location: Noida Experience: 12+ years in IT Service Delivery & Operations Department: Service Delivery & Operations Role Overview The National Delivery Head will lead and manage end-to-end IT service delivery operations across Field Services, Enterprise Services, and Chip- Level Repair Services. This strategic role demands a seasoned professional with deep expertise in service planning, operational excellence, team productivity, and cost optimization. The ideal candidate will drive service quality, turnaround time (TAT), yield performance, and ensure robust quality control mechanisms are in place. Key Responsibilities Service Planning & Execution 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. Team Leadership & Productivity 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. Operational 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. Cost & Performance Management 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. Reporting & Analytics 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. Skills: it service delivery,service planning & execution,develop sops,itil,managing large-scale service operations,six sigma,chip-level repair services