Head-Service Delivery
2 days ago
Role Overview
The Head of NOC Operations, Project Management, and Service Delivery will be responsible for leading end-to-end service operations, managing critical client projects, and ensuring high standards of service delivery across the organization. This is a strategic and hands-on leadership role that demands cross-functional collaboration, customer-centric mindset, and deep operational insight.
What You'll Lead
• Full ownership of 24x7 NOC Operations (L1–L3), with a focus on uptime, SLA compliance, and efficient incident resolution
• Execution of nationwide SD-WAN and managed connectivity deployments under the NaaS model
• End-to-end service delivery for high-compliance sectors including BFSI, Retail, Manufacturing, and Government
• Lead the organization's compliance journey by driving ISO 27001, ISO 20000, and SOC 2 certifications
• Collaborate with Product and Security teams to build and align cybersecurity and NOC/SOC offerings
• Spearhead automation, monitoring, reporting, and continuous service improvement initiatives
• Build, manage, and mentor large cross-functional teams, define processes, and implement KRA/KPI-based performance structures
What You Bring
• 12+ years of experience in Service Delivery, NOC Operations, or Network Project Management
• Proven ability to lead large distributed teams across technical support, service ops, and project delivery
• Strong experience in setting up standard operating procedures, defining KRA/KPIs, and implementing p performance management systems
• In-depth knowledge of LAN/WAN, SD-WAN, MPLS, VPN, Wi-Fi, IoT, and cloud-managed networking
• Hands-on experience managing enterprise-grade deployments and service delivery in regulated industries
• Strong understanding of ITIL processes, SLA/KPI governance, and industry compliance standards
• Experience with audits and certifications like ISO 27001, ISO 20000, SOC 2, PCI-DSS
• Exposure to cybersecurity products, NOC/SOC environments, and security best practices
• Preferred certifications: PMP, Prince2, or ITIL
• Excellent communication, team leadership, and stakeholder management skills
Key Responsibilities
NOC & Support Operations
• Lead and manage 24x7 NOC operations, ensuring proactive monitoring, incident management, and resolution.
• Define and track SLAs, MTTR, and other KPIs for NOC performance.
• Oversee L1/L2/L3 support teams and ensure proper escalation processes are followed.
• Implement automation and tools to enhance monitoring and operational efficiency.
Project Management
• Drive successful end-to-end delivery of client network projects (e.g., deployment of routers, switches, SD-WAN, Wi-Fi).
• Plan, resource, and manage multiple parallel client engagements.
• Align cross-functional teams (engineering, pre-sales, support) to meet project deadlines and client expectations.
• Ensure documentation, risk management, and client reporting are part of every project.
Service Delivery
• Own customer experience and ensure consistent, high-quality service across clients.
• Interface with enterprise customers for onboarding, service reviews, and escalations.
• Drive continuous improvement initiatives based on service feedback and metrics.
• Ensure timely invoicing, renewals, and service compliance.
Team Leadership
• Mentor and manage a team of project managers, NOC engineers, and delivery personnel.
• Define KRAs, evaluate performance, and drive a culture of ownership and accountability.
• Build internal capacity for scale and future growth.
Key Skills Required
• Strong understanding of NOC operations, tools (e.g., Zabbix, PRTG, SolarWinds), and ITIL framework.
• Hands-on experience in managing projects in the networking domain (SD-WAN, routers, switches, Wi-Fi).
• Proven track record in leading service delivery and client-facing operations.
• Experience in managing escalations, incident & problem management.
• Budgeting, resource planning, and performance tracking.
• Process improvement, automation, and documentation practices.
• Strong knowledge of SLA governance and reporting tools (Excel, Power BI, or dashboards).
• Excellent communication, stakeholder management, and client-facing skills.
Preferred Qualifications
• Bachelor's degree in Engineering, IT, or related field; MBA is a plus.
• ITIL/PMP/Prince2 certification preferred.
• 12+ years of relevant experience with at least 5 years in leadership roles.
• Prior experience in OEM, System Integration, Managed Services, or NaaS environments is highly desirable.
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