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 ITservice delivery operations across Field Services, Enterprise Services, and Chip-Level Repair Services. This strategic role demands a seasoned professional withdeep expertise in service planning, operational excellence, team productivity, andcost optimization. The ideal candidate will drive service quality, turnaround time(TAT), yield performance, and ensure robust quality control mechanisms are inplace.

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 andcustomer expectations.Ensure seamless coordination between regional service teams and centraloperations.

Team Leadership & Productivity

Lead, mentor, and review performance of regional delivery teams.Drive productivity through KPI tracking, performance reviews, and continuousimprovement initiatives.Foster a culture of accountability, ownership, and service excellence.

Operational Excellence

Monitor and achieve defined Turnaround Time (TAT) targets across serviceverticals.Optimize service yield through root cause analysis and corrective actionplanning.Implement and refine Quality Check procedures to ensure service consistencyand reliability.

Cost & Performance Management

Analyze cost requirements across service operations and identify cost-savingopportunities.Monitor cost performance against budgets and drive efficiency withoutcompromising quality.Collaborate with finance and procurement teams for strategic cost planning.

Reporting & Analytics

Generate and present regular dashboards on service metrics, teamperformance, TAT, yield, and cost.Use data-driven insights to inform strategic decisions and operationaladjustments.

Qualifications & Skills

Bachelor s or Master s degree in Engineering, IT, or Business Management.Proven experience in IT Service Delivery, especially in multi-locationenvironments.Strong understanding of chip-level diagnostics and repair workflows.Expertise in productivity tools, service management platforms, cost analysisand 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