Head-Service Delivery & Support

Role Overview

The Head of NOC Operations, Project Management, and Service Delivery will be responsible for leading end-to-end service operations, managing critical client projects, and ensuring high standards of service delivery across the organization. This is a strategic and hands-on leadership role that demands cross-functional collaboration, customer-centric mindset, and deep operational insight.

What You’ll Lead

• Full ownership of 24x7 NOC Operations (L1–L3), with a focus on uptime, SLA compliance, and efficient incident resolution

• Execution of nationwide SD-WAN and managed connectivity deployments under the NaaS model

• End-to-end service delivery for high-compliance sectors including BFSI, Retail, Manufacturing, and Government

• Lead the organization’s compliance journey by driving ISO 27001, ISO 20000, and SOC 2 certifications

• Collaborate with Product and Security teams to build and align cybersecurity and NOC/SOC offerings

• Spearhead automation, monitoring, reporting, and continuous service improvement initiatives

• Build, manage, and mentor large cross-functional teams, define processes, and implement KRA/KPI-based performance structures

What You Bring

• 12+ years of experience in Service Delivery, NOC Operations, or Network Project Management

• Proven ability to lead large distributed teams across technical support, service ops, and project delivery

• Strong experience in setting up standard operating procedures, defining KRA/KPIs, and implementing p performance management systems

• In-depth knowledge of LAN/WAN, SD-WAN, MPLS, VPN, Wi-Fi, IoT, and cloud-managed networking

• Hands-on experience managing enterprise-grade deployments and service delivery in regulated industries

• Strong understanding of ITIL processes, SLA/KPI governance, and industry compliance standards

• Experience with audits and certifications like ISO 27001, ISO 20000, SOC 2, PCI-DSS

• Exposure to cybersecurity products, NOC/SOC environments, and security best practices

• Preferred certifications: PMP, Prince2, or ITIL

• Excellent communication, team leadership, and stakeholder management skills

Key Responsibilities

NOC & Support Operations

• Lead and manage 24x7 NOC operations, ensuring proactive monitoring, incident management, and resolution.

• Define and track SLAs, MTTR, and other KPIs for NOC performance.

• Oversee L1/L2/L3 support teams and ensure proper escalation processes are followed.

• Implement automation and tools to enhance monitoring and operational efficiency.

Project Management

• Drive successful end-to-end delivery of client network projects (e.g., deployment of routers, switches, SD-WAN, Wi-Fi).

• Plan, resource, and manage multiple parallel client engagements.

• Align cross-functional teams (engineering, pre-sales, support) to meet project deadlines and client expectations.

• Ensure documentation, risk management, and client reporting are part of every project.

Service Delivery

• Own customer experience and ensure consistent, high-quality service across clients.

• Interface with enterprise customers for onboarding, service reviews, and escalations.

• Drive continuous improvement initiatives based on service feedback and metrics.

• Ensure timely invoicing, renewals, and service compliance.

Team Leadership

• Mentor and manage a team of project managers, NOC engineers, and delivery personnel.

• Define KRAs, evaluate performance, and drive a culture of ownership and accountability.

• Build internal capacity for scale and future growth.

Key Skills Required

• Strong understanding of NOC operations, tools (e.g., Zabbix, PRTG, SolarWinds), and ITIL framework.

• Hands-on experience in managing projects in the networking domain (SD-WAN, routers, switches, Wi-Fi).

• Proven track record in leading service delivery and client-facing operations.

• Experience in managing escalations, incident & problem management.

• Budgeting, resource planning, and performance tracking.

• Process improvement, automation, and documentation practices.

• Strong knowledge of SLA governance and reporting tools (Excel, Power BI, or dashboards).

• Excellent communication, stakeholder management, and client-facing skills.

Preferred Qualifications

• Bachelor’s degree in Engineering, IT, or related field; MBA is a plus.

• ITIL/PMP/Prince2 certification preferred.

• 12+ years of relevant experience with at least 5 years in leadership roles.

• Prior experience in OEM, System Integration, Managed Services, or NaaS environments is highly desirable.