We are seeking an experienced Service Head to lead and drive service operations, customer experience, service delivery excellence, and post-sales support functions across the organization.

The incumbent will be responsible for developing service strategies, enhancing customer satisfaction, optimizing operational efficiency, and ensuring adherence to service quality standards.

The ideal candidate should possess strong leadership capabilities, customer-centric thinking, operational excellence expertise, and experience managing large service teams.

Key Responsibilities :

Service Operations Management :

- Lead end-to-end service delivery operations and customer support functions.

- Develop and implement service strategies aligned with business objectives.

- Ensure seamless execution of installation, maintenance, support, and after-sales service activities.

- Establish service standards, operating procedures, and quality benchmarks.

- Drive continuous improvement initiatives to enhance operational efficiency and customer experience.

Customer Experience & Service Excellence :

- Develop customer engagement and retention strategies.

- Monitor customer satisfaction metrics and implement corrective actions where required.

- Handle critical customer escalations and ensure timely resolution.

- Drive initiatives focused on improving service quality, response time, and service reliability.

Team Leadership :

- Lead, mentor, and develop regional and field service teams.

- Define performance goals and KPIs for service personnel.

- Build a high-performance culture focused on customer satisfaction and operational excellence.

- Conduct regular performance reviews and capability development initiatives.

Business & Operational Planning :

- Manage service budgets, resource allocation, and operational planning.

- Collaborate with sales, operations, supply chain, and technical teams to improve service outcomes.

- Monitor service productivity, utilization, and operational costs.

- Ensure effective deployment of manpower and resources.

Compliance & Governance :

- Ensure compliance with organizational policies, quality standards, and safety guidelines.

- Implement service governance frameworks and reporting mechanisms.

- Maintain service MIS, dashboards, and management reports.

Required Skills :

- Service Operations Management

- Customer Service Excellence

- Service Delivery Management

- Field Service Operations

- Customer Relationship Management

- Team Leadership

- Process Improvement

- Escalation Management

- Operational Planning

- KPI & Performance Management

- Budget Management

- Stakeholder Management

Preferred Candidate Profile :

- 10 - 12 years of experience in Service Operations, Customer Service, Service Delivery, or After-Sales Operations.

- Proven experience managing large service teams and multi-location operations.

- Strong customer management and stakeholder engagement skills.

- Excellent leadership, communication, and problem-solving abilities.

- Experience in Telecom, Technology, Consumer Durables, Industrial Products, Engineering, Healthcare Equipment, or similar sectors preferred.

Educational Qualification :

- MBA/PGDM preferred.

Key Performance Indicators (KPIs) :

- Customer Satisfaction (CSAT)

- Service Level Agreement (SLA) Compliance

- First-Time Resolution Rate

- Customer Retention

- Service Revenue Growth

- Team Productivity

- Operational Efficiency Metrics

- Escalation Resolution Time