Service Delivery Lead

Service Delivery Lead – In-Warranty Laptop Services

Location: Sector 127 Noida

Company: Jetking Technologies Pvt. Ltd.

Compensation: 7.2 – 8.4 LPA (CTC)

About the Role

Jetking Technologies is looking for a Service Delivery Lead to manage and drive service operations for in-warranty laptop support across India. The role involves overseeing field service delivery managing operational teams ensuring service quality and driving operational efficiency and revenue growth.

Responsibilities

- Manage end-to-end service delivery operations from service request generation to ticket closure.

- Ensure availability performance and security of the service infrastructure supporting field operations.

- Oversee PAN India service operations through regional managers service center managers and field engineering teams.

- Drive service performance operational efficiency and revenue growth through effective coordination with stakeholders.

- Supervise location heads and center managers to ensure maximum productivity and service output.

- Manage vendors and partners to ensure timely service delivery and adherence to SLAs.

- Oversee operational functions including RMA operations quality compliance (QMS) escalation management and field service coordination.

- Monitor service performance metrics and implement improvements to enhance service quality and operational efficiency.

- Handle escalations and ensure timely resolution to maintain customer satisfaction.

- Ensure adherence to service standards operational processes and internal compliance requirements.

Team Structure Reporting to This Role- Regional Managers

- PUDO Center Managers

- RMA Head

- QMS Head

- Escalation Management Team

- Field Engineers (PAN India)

Minimum Qualifications

- Bachelor’s degree in Engineering IT Business Administration or related field.

- 6 years of experience in IT service delivery field service management or hardware support operations.

- Experience managing multi-location service operations or nationwide service networks.

- Strong leadership operations management and vendor coordination skills.

Preferred Qualifications

- Experience in laptop / IT hardware service operations.

- Strong understanding of SLA management escalation handling and service quality processes.

- Experience managing large field service teams and service centers.

- Excellent communication and stakeholder management skills.