Job Description

Job Summary:We are seeking a visionary and performance-driven Head of Service Operations & Customer Success to lead our national post-sales service function across a diversified portfolio that includes IT hardware, peripherals, networking equipment, enterprise devices, and associated services. This strategic role is part of the senior leadership team, with a direct impact on customer satisfaction, service-led revenue growth, and operational efficiency. The incumbent will lead large teams, design policies, drive automation, ensure SLA compliance, and shape the future of service excellence in a highly dynamic technology landscape.Key Responsibilities:1. Service Strategy & Leadership:- Own and drive the end-to-end service delivery strategy across product verticals and customer segments. - Collaborate with CXOs and Board Members to align service goals with overall business objectives.vDesign, implement, and scale policies, frameworks, and performance models for continuous service transformation. - Represent the organization in high-level strategic meetings with clients, government departments, and key stakeholders.2. Operational Excellence & Field Service Management: - Lead a nationwide service infrastructure including field engineers, call centers, service delivery managers, and authorized service partners (ASPs). - Monitor and improve service KPIs such as TAT, First-Time-Fix, SLA adherence, customer downtime, and service cost per ticket. - Leverage technology for real-time field operations tracking, workforce optimization, and automation-led resolution. - Ensure strong governance of SOPs, compliance, and escalation mechanisms.3. Customer Success & Experience: - Build and own the Customer Success Charter with proactive engagement models, feedback loops, and voice-of-customer programs. - Establish systems for NPS tracking, complaint resolution, and service innovation based on customer insights. - Drive a culture of customer centricity across all levels of the service organization.4. Service Revenue Growth & Commercial Management: - Lead and expand revenue through AMCs, warranty upgrades, installation services, and value- added offerings. - Work closely with the Sales and Product teams for service-led business opportunities and solution bundling. - Monitor and improve service margins, cost-to-serve metrics, and AMC renewal ratios. - Own pricing models, commercial vetting, and performance-linked service contracts.5. Team Leadership & Development: - Lead, mentor, and build a high-performing cross-functional team with strong technical, operational, and customer engagement capabilities. - Foster a culture of ownership, accountability, innovation, and continuous learning. - Define KPIs, conduct structured reviews, and drive capability development through targeted interventions.6. Compliance, Partner Governance & Legal Readiness: - Ensure end-to-end compliance with service policies, legal norms, and government regulations. - Develop and manage strategic relationships with Authorized Service Partners (ASPs) and vendors. - Regular audits, partner evaluations, and governance mechanisms to ensure standardization across geographies.7. Deployment & Asset Lifecycle Oversight: - Lead national-level project installations, rollouts, upgrades, and transition management for enterprise clients. - Maintain accurate visibility of the installed base, asset tagging, inventory control, and field reconciliation.8. Digital Transformation & Automation: - Champion the adoption of service automation platforms, CRM tools, ticketing systems, and self-service portals. - Automate workflows such as ticket approval, dispatching, conveyance, and reporting to reduce cost and enhance agility. - Drive data-led decision-making through custom dashboards, KPI analytics, and predictive insights.Key Attributes and Skills: - Strong leadership in large-scale service operations across IT and technology infrastructure domains. - Deep understanding of AMC lifecycle, SLA governance, field service automation, and partner management. - Strategic and commercial acumen with a strong hold on P&L, pricing, and cost optimization. - Proven ability to build executive relationships with enterprise and government customers. - Track record in process reengineering, digital tools implementation, and people transformation initiatives.Qualifications & Experience: - Bachelor Degree in Engineering/IT/Business. MBA preferred. - 20+ years of experience in Service Delivery/Technical Operations/Customer Support, with at least 5+ years in a senior strategic role. - Exposure to enterprise accounts, government departments, and national-level operations is highly desirable. - Experience across multi-product service lines including IT hardware, networking, peripherals, and enterprise infrastructure.Why Join Us?This is a rare opportunity to lead from the front and shape the future of a growing organization's customer experience and service innovation journey. You'll work directly with the leadership team, own critical business outcomes, and have the canvas to build a best-in-class service ecosystem. (ref:updazz.com)