Service Delivery Manager

Role: Service Delivery Manager

Location: Mumbai (Andheri East)

Company: Accel IT Services

About Us:

Accel IT Services, a division of Accel Limited, is a reliable and long-term digital transformation partner for IT, VSAT and enterprises customers. The company specializes in Warranty and Logistics Management Services, Infrastructure Management Services, Large Project Management, Cloud Infrastructure, Enterprise Security, RPA, Managed Services, and Training. With the acquisition of Computer Factory Private Limited and Ensure Services (India) Limited, the company has expanded its geographic footprint and portfolio across Country.

Position Overview:

We are looking for a highly experienced Service Delivery Manager whos shall be handling multiple Key Accounts and ensure customer satisfaction by addressing people and process issues (if any). Renewal of existing accounts, Mining these accounts for more business by upselling and cross selling other service offerings and Collection are the major KRA's for this role.

Key Responsibilities:

• Lead and manage Key accounts in the region ensuring consistent and high-quality customer service across the region.
• Develop and implement effective service delivery strategies and policies in alignment with company objectives and customer expectations.
• Oversee regional service delivery, provide leadership, support, and performance management.
• Monitor key performance indicators (KPIs) and service metrics to identify areas for improvement and implement corrective actions.
• Collaborate with clients to understand their needs and ensure service delivery meets or exceeds their expectations
• Drive innovation and continuous improvement in service delivery processes, leveraging new technologies and best practices.
• Ensure compliance with industry standards, regulatory requirements, and internal policies.
• Act as the primary escalation point for critical service issues, ensuring prompt and effective resolution.
• Report to senior leadership on service delivery performance, challenges, and strategic initiatives.

Qualifications:

• Bachelors degree in IT, Business Administration, or a related field. A Masters degree is preferred
• Minimum 5 yrs of experience in IT service delivery, with at least 2 years in a Manager's role.
• Excellent leadership, communication, and interpersonal skills.
• Proven track record in managing national service delivery operations and driving performance improvements.
• Strong analytical and problem-solving abilities
• Experience with handling Brands.
• Customer-focused with a commitment to delivering high-quality service.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Join us at Accel, and be part of a team that is shaping the future of IT enabled services. We look forward to your application.