Service Head

Location: Prakāshamnagar

About

The Role

Sioniq Tech Pvt. Ltd. is seeking an experienced  Service Head  to lead and scale the Service function across ERP implementation, customer support, and client success for the jewellery industry. This leadership role will own service strategy, delivery excellence, customer satisfaction, and long-term client retention across the ERP lifecycle.

The Service Head will be responsible for building scalable service operations, leading high-performing teams, and ensuring successful ERP adoption and value realization for customers.

Key Responsibilities

Service Leadership & Strategy

Own the overall Service function including  Implementation, Support, and Client Success

Define service strategy, goals, KPIs, and roadmaps aligned with company objectives

Build scalable service delivery models and best practices for ERP implementation and support

Drive continuous improvement in service quality, efficiency, and customer experience

Own service profitability including cost control, margins, and optimal resource utilization

Team Management & Capability Building

Lead and manage Implementation Managers, Support Managers, and service delivery teams

Hire, mentor, and develop leadership and technical talent within the service organization

Establish performance management, training, certification, and knowledge-sharing frameworks

Foster a customer-first, accountability-driven, and results-oriented service culture

Client & Stakeholder Management

Build strong relationships with key, strategic, and enterprise customers

Act as the final escalation point for critical customer issues and delivery risks

Ensure high levels of customer satisfaction, retention, and renewals

Partner with Sales to drive renewals, expansions, and long-term account growth

Work closely with Product, Engineering, and Sales teams to align client expectations and outcomes

ERP Implementation & Support Oversight

Oversee end-to-end ERP implementation programs across multiple customers

Ensure projects are delivered  on time, within budget, and with high quality

Define and govern the complete service lifecycle from pre-implementation to post-go-live support

Define, monitor, and enforce SLAs and service performance standards

Review root cause analysis for issues and ensure preventive and corrective actions

Process, Governance & Reporting

Define service governance structures, policies, and standard operating procedures (SOPs)

Monitor service KPIs including CSAT, SLA adherence, utilization, backlog, and delivery metrics

Drive automation and tool adoption for ticketing, reporting, documentation, and service delivery

Provide regular performance reports, insights, and risk assessments to senior management

Ensure compliance with internal standards and customer commitments

Customer Experience & Growth

Continuously gather customer feedback and translate insights into service and process improvements

Influence product roadmap and enhancements based on service and customer learnings

Identify opportunities for service improvements, upsell, and cross-sell in collaboration with Sales

Build long-term partnerships with jewellery industry customers

Success Metrics

Successful and timely ERP implementations

High customer satisfaction (CSAT) and SLA adherence

Reduced escalations and support backlog

Strong customer retention and renewal rates

Scalable, efficient, and cost-effective service operations

Required

Skills & Qualifications

Proven experience as a  Service Head, Service Director, or Senior Service Manager

Strong background in  ERP implementation and enterprise support

Experience leading large, multi-functional service teams

Excellent client-facing, communication, and stakeholder management skills

Strong strategic thinking combined with hands-on execution ability

Preferred Qualifications

Experience in jewellery, manufacturing, retail, or distribution ERP solutions

Strong understanding of jewellery business processes

Certifications such as  PMP, ITIL, Prince2, or equivalent