Head- Service & NOC Support

Job Summary:

We are seeking a seasoned and strategic Service & Support Head to lead our service delivery and support operations at Nexapp Technologies. The ideal candidate will be responsible for ensuring exceptional project execution, client satisfaction, team leadership, and operational efficiency across our SD-WAN, IoT, and network infrastructure services.

Key Responsibilities:

Lead the Service Delivery & Support function across multiple client projects and engagements.

Manage end-to-end project execution: planning, resource allocation, timelines, budget, and stakeholder communication.

Monitor and enhance customer satisfaction and SLAs through proactive support strategies.

Optimize internal support processes to improve TAT, productivity, and escalation handling.

Drive cross-functional collaboration with Sales, Product, and Engineering teams.

Lead service improvement initiatives and develop scalable delivery frameworks.

Build and nurture a high-performing support team, including recruitment, training, and performance management.

Develop and manage vendor and client relationships, contracts, and compliance.

Implement and maintain reporting structures, KPIs, dashboards, and operational reviews.

Ensure projects are delivered on time, within scope and budget, and meet quality benchmarks.

Requirements

Minimum 12 years of experience in Service Delivery, Technical Support, or IT Project Management, preferably in Networking/SD-WAN domains.

Proven ability to lead service teams and complex projects.

Strong background in network technologies, especially last-mile connectivity and enterprise network solutions.

Excellent communication, leadership, analytical, and problem-solving skills.

Solid understanding of ITIL, SLA governance, project lifecycle management, and operational strategy.

Proficiency in tools like Microsoft Office, project tracking software, and CRM platforms.

PMP/PRINCE2 certification is a plus