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

Show more

Show less

Skills Required

productivity tools, Cost Analysis, It Service Delivery, Itil, Six Sigma