Delivery Lead

We are looking for a dynamic and experienced Delivery Lead to head our Technical Assistance Center (TAC) operations supporting network security products. This role is responsible for leading a team of 50+ L1–L3 engineers, ensuring high-quality service delivery, customer satisfaction, operational excellence, and continuous improvement in a 24x7 global support environment.

Responsibilities

• Leadership & Delivery Management

• Lead end-to-end service delivery for TAC operations covering L1–L3 support across regions.
• Manage a large team of 50+ engineers (including Team Leads, SMEs, and Support Engineers).
• Ensure adherence to SLAs, KPIs, and contractually agreed service levels.
• Own incident, problem, and escalation management; act as the point of contact for high-priority customer escalations.
• Drive operational excellence through automation, standardization, and process improvements.

Customer & Stakeholder Management

• Build strong relationships with client stakeholders for delivery governance, performance reviews, and continuous alignment.
• Represent TAC leadership in executive discussions, QBRs, and incident post-mortems.
• Ensure proactive communication and reporting on service delivery metrics, risks, and action plans.

People & Performance Management

• Hire, develop, and retain high-performing support engineers and leaders.
• Mentor and coach team leads and SMEs to foster a high-performance culture.
• Drive career progression, learning paths, and succession planning within the TAC team.
• Conduct periodic performance reviews, workforce planning, and capacity forecasting.

Quality & Transformation

• Monitor and improve support quality through audits, root cause analysis, and corrective actions.
• Champion initiatives around shift-left, knowledge management, and AI-powered support adoption.
• Collaborate with Engineering, Product, and QA teams to drive product supportability and feedback loops.

Qualifications

• 15+ years of overall experience in IT operations/support, with 8+ years in people leadership roles, and 3–5 years in delivery leadership.
• Strong experience in leading TAC or technical support operations for network security products (WatchGuard, Fortinet, Palo Alto, Cisco, etc.).
• Proven experience managing large, distributed teams in a 24x7 global support model.
• Solid understanding of networking and security concepts (Firewalls, VPN, IDS/IPS, Endpoint Security, MFA, etc.).
• Strong grasp of ITIL processes, ticketing systems (Salesforce, ServiceNow), and support tooling.
• Exceptional leadership, stakeholder management, and communication skills.

Preferred Skills

• Bachelor’s or Master’s degree in Engineering, Computer Science, or IT.
• Certifications: ITIL, PMP, or Six Sigma; technical certifications (CCNP Security, NSE, PCNSE, etc.) are a plus.
• Exposure to managed services, professional services, or support delivery for OEMs or ISVs.
• Experience driving AI/ML-based support solutions, knowledge management systems, or customer experience transformation.