Head – Technical Quality Delivery (Ed-Tech) – IT Infrastructure

Position: Head – Technical Quality Delivery  (Ed-Tech) – Interactive Panel
Location: Mumbai
Experience: 8-12 Years
Qualification: Bachelor’s degree in Engineering / Electronics / Electrical / IT / Computer Science or related field.

The Head – Technical Quality Delivery will be responsible for ensuring high-quality technical service delivery. The role will drive service excellence, technical quality, customer satisfaction, vendor performance, escalation management, compliance, and continuous improvement across geographically distributed technical service operations.

Key Responsibilities

• Lead and monitor technical service delivery operations across multiple locations.
• Ensure adherence to defined service standards, SLAs, quality parameters, and customer satisfaction targets.
• Manage and govern third-party technical service partners and vendor ecosystems.
• Monitor vendor performance and take corrective actions wherever required.
• Own and resolve critical customer escalations and ensure timely closure of service issues.
• Establish and implement technical quality management processes, audits, and compliance standards.
• Analyse service performance data, dashboards, complaints, and operational metrics to identify improvement areas.
• Drive continuous improvement and service transformation initiatives across technical support operations.
• Identify capability gaps and lead training, skill development, and capability-building initiatives for technical teams.
• Work closely with internal stakeholders, field teams, vendors, and customers to improve overall service experience.
• Promote process automation and technology-driven improvements in service operations.
• Ensure consistent technical service quality and operational excellence across the organisation.

Required Qualifications & Experience

• Bachelor’s degree in Engineering, Information Technology, Computer Science, Electronics, or a related field.
• 6-8 years of experience in technical service delivery, customer support operations, technical quality assurance, or field service management.
• Minimum 5 years of experience managing geographically distributed teams.
• Proven experience managing third-party service partners and vendors.
• Experience in customer escalation management and service transformation.
• Experience in a technology-enabled service organisation is preferred.

Functional Skills

• Service Delivery Management
• Vendor Governance
• Quality Management Systems
• Escalation Management
• Training & Capability Building
• Audit & Compliance

Technical Skills

• IT Infrastructure & Networking
• Technical Support Operations
• Service Management Processes
• CRM & Service Management Platforms
• Dashboarding & Analytics
• Process Automation

Key Behavioural Competencies

• Customer Centricity
• Accountability & Ownership
• Data-Driven Decision Making
• Problem Solving
• Operational Excellence
• Strong Communication & Influencing Skills