Service Delivery Head, IT System Integration
Emdee Digitronics | Kolkata | Full Time, Permanent
Department: Service Delivery & Operations
Experience: 10 to 15 years
Industry: IT Services & Consulting (System Integration)
About the Role
Emdee is a 20+ year old system integrator delivering IT infrastructure, software, security and surveillance, IT-enabled services, and manpower solutions primarily to government and public sector clients. It is headquartered in Kolkata and has presence in multiple states.
System integration and SITC are services, not supply. The Service Delivery Head owns everything from site survey and technical validation through installation, commissioning, and handover, and the CAMC and FMS obligations that follow. The role runs multiple concurrent contracts, each with its own scope, SLA structure, milestone schedule, penalty regime, OEM dependencies, and geography. Success is measured on contractual delivery, client acceptance, service continuity, and commercial closure.
Key Responsibilities
Survey and Technical Validation
- Own execution of site surveys, ensuring they are planned, resourced, and completed to a standard that supports accurate design and costing
- Vet survey findings and validate BOQ assumptions against site reality
Delivery Planning
- Translate tender conditions (SLA definitions, milestone structure, penalty and LD clauses, completion criteria) into an executable delivery plan covering milestone mapping, timelines, manpower deployment, and site sequencing
- Coordinate with procurement on material readiness, dispatch scheduling, and outward logistics to site
- Manage delivery risk across concurrent projects competing for the same engineers, materials, and warehouse capacity
Execution
- Own end-to-end SITC across all active contracts, delivered to tender specification and schedule
- Lead project managers and field teams across locations, driving commissioning and system integration and resolving technical issues escalated from site
- Manage OEM and subcontractor performance through execution: technical support, defect resolution, warranty enforcement, and back-to-back obligations
Service Operations
- Own CAMC, AMC, and FMS delivery across live contracts: SLA performance, preventive maintenance, field engineer coverage, and spares availability
- Track SLA compliance and penalty exposure per contract, and correct course before contractual thresholds are breached
Client and Commercial Ownership
- Serve as the senior delivery interface to the client across acceptance (joint inspection, acceptance testing, snag closure, handover), escalation and grievance redressal on critical incidents and service failures, and change requests, scope variation, and extension of time claims
- Ensure every milestone is certified through measurement, documentation, inspection, and client sign-off, and take ownership of payment realisation against it. Delivery is not complete until it has been paid for
Team and Governance
- Lead and develop the delivery organisation across locations, building capacity ahead of pipeline through deployment planning and technical skill development
- Establish delivery standards, documentation practices, and reporting discipline, and ensure statutory and safety compliance for deployed manpower and site work
- Institute delivery governance and internal audit across projects, analyse performance data on schedule, SLA, cost, and quality to maintain portfolio-level visibility, and drive continuous improvement from what the data shows
Qualifications and Experience
- Bachelor's degree in Computer Science, Information Technology, Electronics, Electrical, or a related engineering discipline. MBA or equivalent management qualification preferred
- 10 to 15 years in IT system integration, infrastructure delivery, or project and service operations, with at least 5 years leading delivery across multiple concurrent projects and locations
- Must come from a system integrator, IT OEM, or infrastructure services company. Government and PSU project experience is strongly preferred
- Strong technical grounding in IT hardware and infrastructure: servers, storage, networking (active and passive), structured cabling, power and UPS systems, data centre and server room build, security and surveillance systems, and IT peripherals
- Working familiarity with OEM ecosystems and channel structures across compute, networking, and surveillance, including warranty, support, and escalation processes
- Demonstrated ownership of SITC execution from survey through commissioning, acceptance, and handover, including multi-site and multi-district rollouts
- Experience running CAMC, AMC, or FMS contracts with defined SLAs, distributed field engineer deployment, and spares management
- Working knowledge of government contract execution: tender conditions, milestone certification, measurement and inspection, LD and penalty clauses, and departmental billing processes
- Experience managing large distributed technical teams, including project managers, site engineers, and service engineers
- Commercial literacy: ability to read a contract for delivery and cost implications and track project financial position, not just technical delivery
- Excellent stakeholder management and written communication for government clients, departmental reviews, and formal correspondence
- Based in Kolkata or willing to relocate. Travel to project sites across states is a requirement of this role
Pay: ₹1,000,000.00 - ₹1,500,000.00 per year
Application Question(s):
- What is your current CTC?
- What is your expected CTC?
Location:
- Kolkata, West Bengal (Preferred)
Work Location: In person
