Head – Service Operations & Customer Success

Job Category: Business Development Manager
Job Type: Full Time
Job Location: Mumbai
Qualification: B.Tech/MBA
Experience: 20 to 30 Year(s)
Salary Range: Rs. 20.00 Lac - 40.00 Lac

Job Title:-Head – Service Operations & Customer Success
(Senior Leadership Role – IT Hardware, Peripherals, Networking & Enterprise Solutions)

Job Summary

We are seeking a visionary and performance-driven leader to head our national post-sales service function across IT hardware, peripherals, networking equipment, enterprise devices, and associated services.

As a senior leadership team member, this role has direct impact on:

  • Customer satisfaction & retention
  • Service-led revenue growth
  • Operational efficiency & governance

The incumbent will oversee large-scale service delivery teams, design policies, drive automation, ensure SLA compliance, and champion the transformation of customer success in a rapidly evolving 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 outcomes with business objectives.
  • Design, implement, and scale policies, frameworks, and performance models for continuous service transformation.
  • Represent the company in high-level client, government, and strategic stakeholder meetings.

2. Operational Excellence & Field Service Management

  • Lead nationwide service infrastructure: field engineers, call centers, service delivery managers, and ASPs (Authorized Service Partners).
  • Monitor and improve service KPIs: TAT, SLA adherence, first-time-fix, downtime, and service cost per ticket.
  • Leverage automation and field tracking technology for real-time visibility and workforce optimization.
  • Ensure strict governance of SOPs, compliance, and escalation mechanisms.

3. Customer Success & Experience

  • Build and own the Customer Success Charter with proactive engagement, feedback loops, and voice-of-customer programs.
  • Implement NPS tracking, complaint resolution, and innovation models driven by customer insights.
  • Drive a culture of customer centricity across the organization.

4. Service Revenue Growth & Commercial Management

  • Expand AMC, warranty upgrades, installation services, and value-added offerings.
  • Partner with Sales/Product teams to unlock service-led business opportunities.
  • Own P&L: service margins, cost-to-serve metrics, AMC renewals, and commercial vetting.
  • Drive pricing strategy and performance-linked contracts.

5. Team Leadership & Development

  • Mentor and build a high-performing cross-functional service team.
  • Drive accountability, ownership, and continuous learning culture.
  • Define KPIs, conduct reviews, and strengthen workforce capabilities.

6. Compliance, Partner Governance & Legal Readiness

  • Ensure compliance with policies, legal norms, and government regulations.
  • Build and manage long-term ASP/vendor relationships.
  • Conduct audits, evaluations, and enforce standardization across geographies.

7. Deployment & Asset Lifecycle Oversight

  • Oversee project installations, enterprise rollouts, upgrades, and transitions.
  • Maintain visibility of installed base, asset tagging, inventory, and reconciliation.

8. Digital Transformation & Automation

  • Champion CRM platforms, ticketing systems, and self-service portals.
  • Automate workflows: ticket approval, dispatch, reporting.
  • Enable data-driven insights via dashboards, KPI analytics, and predictive tools.

Key Attributes & Skills

  • Proven leadership in large-scale service operations across IT infrastructure.
  • Strong knowledge of AMC lifecycle, SLA governance, and field automation.
  • Commercial acumen with expertise in P&L, pricing, and cost optimization.
  • Executive relationship-building with enterprise and government customers.
  • Track record of process reengineering, digital adoption, and transformation.

Qualifications & Experience

  • Bachelor’s Degree in Engineering / IT / Business (MBA preferred).
  • 20+ years in Service Delivery / Technical Operations / Customer Support.
  • Minimum 5+ years in senior strategic/leadership roles.
  • Experience in enterprise & government accounts with national-level operations.
  • Exposure across multi-product service lines: IT hardware, networking, peripherals, enterprise infrastructure.

Why Join Us?

This is a rare leadership opportunity to:

  • Shape the future of customer experience and service excellence.
  • Lead transformation across technology and service delivery.
  • Work directly with the leadership team and Board.
  • Own critical business outcomes and build a best-in-class service ecosystem.

📱 Contact for Applications:

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