Service Delivery Lead Data Center & Infrastructure

Netweb Technologies India Limited is seeking an experienced Service Delivery Lead – Data Center & Infrastructure to lead the post-sales service and customer delivery function for its growing portfolio of enterprise infrastructure, data center, HPC, AI and high-performance computing solutions.

About the Role

The role will have end-to-end accountability for delivering a high-quality post-sales experience across the customer lifecycle, encompassing infrastructure deployment, installation and commissioning, warranty and AMC services, field support, technical escalations, spare parts and RMA management, service partner operations and customer governance. This is a hardware-led service leadership position. The successful candidate will bring strong expertise in enterprise infrastructure and data center hardware, combined with proven leadership in service operations, customer management and SLA-driven environments. Experience predominantly in application, software or cloud service delivery will not be considered equivalent.

Responsibilities

• Own the end-to-end post-sales service lifecycle for enterprise servers, storage, HPC, AI/GPU infrastructure and associated data center solutions.
• Ensure effective transition from project delivery to service operations and establish clear ownership, governance and escalation mechanisms for strategic customers.
• Lead service reviews with key customers and act as the senior escalation point for critical incidents, ensuring timely resolution, transparent communication and sustained customer confidence.
• Provide leadership across hardware support and infrastructure services, with a strong understanding of enterprise servers, storage, GPU systems, HPC infrastructure and associated data center components.
• Partner with Engineering, Product and OEM teams to resolve complex technical issues, drive root-cause analysis and establish corrective and preventive measures for recurring failures.
• Lead the development and management of a scalable pan-India field service capability through internal teams, authorized service partners and technology/OEM partners.
• Establish service standards, operating mechanisms and performance governance to ensure consistent service quality across customer locations.
• Drive improvements in engineer productivity, first-time resolution, response time and overall field effectiveness.
• Establish and continuously improve service governance frameworks covering SLA adherence, MTTR, first-time-fix rate, repeat failures, ticket aging, escalation closure, customer satisfaction and service backlog.
• Develop executive-level service dashboards and review mechanisms to provide management with clear visibility into service performance, risks, customer escalations and improvement priorities.
• Own the service-spares ecosystem covering critical spare planning, inventory availability, RMA, repair and replacement cycles and service logistics.
• Work closely with Supply Chain, Warehousing, Engineering and service partners to ensure availability of critical components and minimize customer downtime.
• Drive optimization of service inventory, repair cycles and associated operational costs without compromising service commitments.
• Provide operational leadership for warranty and AMC services, ensuring contractual commitments and customer SLAs are consistently delivered.
• Partner with Sales and Commercial teams to strengthen AMC and extended warranty propositions, improve renewal readiness and identify opportunities for sustainable service revenue growth.
• Maintain a strong understanding of service cost structures, partner commercials, SLA commitments and service profitability.
• Work closely with Sales, Presales, Project Delivery, Engineering, Manufacturing, Quality, Supply Chain and Finance to create a unified customer experience across the complete lifecycle.
• Build a culture of accountability, operational discipline and continuous improvement within the service organization.
• Develop talent, strengthen technical capability and establish processes that can scale with Netweb's business growth.

Qualifications

The ideal candidate will have 12–18 years of progressive experience in post-sales service delivery, field service, technical services or infrastructure service operations, preferably within enterprise technology, data center, server, storage, HPC or AI infrastructure environments. An engineering degree in Electronics, Electrical, Computer Science, Information Technology, Mechanical Engineering or a related discipline is preferred.

Required Skills

• Strong working knowledge of enterprise hardware platforms, including servers, storage, GPU infrastructure, HPC systems and related data center technologies.
• Strong track record of managing customer-facing service operations, geographically distributed field teams, service partners and SLA-driven environments.

Preferred Skills

• Exposure to warranty, AMC, RMA, spare-parts management and hardware lifecycle services is highly desirable.

Equal Opportunity Statement

Netweb Technologies India Limited is committed to diversity and inclusivity in the workplace.