LKcareers

Key Responsibilities

Oversee end-to-end service delivery and ensure high-quality execution
Establish and manage SLAs for customer support and technical services
Lead post-sales support teams and ensure timely resolution of customer issues
Implement IT service management best practices and process improvements
Manage technical projects and ensure on-time, within-budget delivery
Develop project management frameworks and resource plans
Oversee Proof of Concept (PoC) activities for potential clients
Work closely with Pre-Sales, Sales, and Delivery teams to align technical execution with business goals
Drive customer satisfaction and act as escalation point for critical issues
Improve customer onboarding and post-implementation support
Evaluate and introduce new technologies to enhance efficiency
Lead digital transformation and automation initiatives
Ensure compliance with industry standards and regulatory requirements
Develop business continuity and disaster recovery plans
Monitor security processes across service operations

Key Requirements

Strong background in technical operations, service delivery, and project management
Experience leading pre-sales, post-sales, and technical support teams
Ability to balance technical expertise with strong people management skills
Excellent communication, coordination, and problem-solving abilities
Experience working with customers and handling escalations
Proven ability to manage multiple projects and meet deadlines
Understanding of IT service management, automation, and digital transformation
Knowledge of compliance, security, and continuity planning
Strong stakeholder management skills

Head of Technology