Head Technical Quality Delivery

Unrestricted
Head – Technical Quality Delivery
Location: Mumbai
Reporting To: Chief Technology Officer / Head of Service Delivery
About Tata ClassEdge
Tata ClassEdge is a leading education solutions provider serving K-12 schools across India. Through a
combination of technology, curriculum solutions, digital content, classroom products, and professional
services, Tata ClassEdge enables schools to deliver exceptional teaching and learning experiences. The
Technical Services function plays a critical role in ensuring seamless implementation, support, and
customer satisfaction across the school network.
Position Summary
The Head of Technical Quality Delivery is responsible for driving service excellence, technical quality
assurance, customer satisfaction, vendor governance, and capability development across the Technical
Delivery Management (TDM) function.
This role serves as the custodian of technical service quality across the organisation and is accountable
for ensuring superior field service delivery, adherence to service standards, achievement of customer
satisfaction targets, and continuous improvement of support operations.
Desired Qualifications & Experience Required
a. Bachelor's Degree in Engineering, Information Technology, Computer Science, Electronics, or
related field.
b. 6-8 years of experience in technical service delivery, customer support operations, technical
quality assurance, or field service management.
c. Minimum 5 years in a role managing geographically distributed teams.
d. Experience managing third-party service partners and vendor ecosystems.
e. Experience driving customer escalation management and service transformation initiatives.
f. Experience in Technology-enabled service organisations preferred.
Functional Technical Behavioural
o Service Delivery
Management
o Vendor Governance
o Quality Management
Systems
o Escalation Management
o Training & Capability
Building
o Audit & Compliance
o IT Infrastructure &
Networking
o Technical Support
Operations
o Service Management
Processes
o CRM & Service
Management Platforms
o Dashboarding & Analytics
o Process Automation
o Customer Centricity
o Accountability
o Data-Driven Decision
Making
o Problem Solving
o Operational Excellence
o Strong Communication &
Influencing Skills