Service Delivery Manager

Key Responsibilities:

1.Service Delivery & Contract Compliance Ensure all services are delivered as per agreed SLAs, contracts, and client expectations. Monitor service performance metrics and implement corrective actions when deviations occur. Conduct regular service reviews with clients to assess satisfaction and address concerns. Manage escalations and resolve service delivery issues promptly.

2. Resource Optimization Ensure optimal utilization of engineers and components to maximize efficiency and minimize costs. Plan and allocate resources effectively across multiple client sites to meet service demands. Maintain inventory control of critical components and ensure timely replenishment.

3. Team Leadership & Development Lead, mentor, and motivate a team of on-site engineers to achieve high performance. Conduct training sessions to enhance technical and soft skills of the team. Foster a culture of accountability, professionalism, and continuous improvement. Handle performance evaluations, feedback, and career development for team member Client & Stakeholder Management Act as the primary point of contact for clients regarding service delivery matters. Build and maintain strong client relationships to ensure long-term partnerships. Collaborate with sales, presales, and account management teams to identify upsell/cross-sell opportunities. 5. Process Improvement & Reporting Identify inefficiencies in service delivery processes and implement improvements. Ensure compliance with company policies, industry standards, and best practices. Generate and present regular reports on service performance, resource utilization, and client feedback.

6. OTHER ADDED RESPONSIBILITIES Provide Technical Support: Respond to inbound customer requests and technical issues through phone, email, or ticketing system in a timely and professional manner. Issue Diagnosis & Troubleshooting: Identify, diagnose, and troubleshoot hardware/software problems, network issues, and operating system malfunctions.

Resolution and Escalation: Resolve customer issues that can be handled at Level 1 and escalate more complex issues to Reporting Manager or other specialized teams as required.

Document Issues and Solutions: Accurately log all customer interactions, issues, and resolutions in the ticketi-ng system, ensuring detailed documentation for future reference.

Customer Communication: Communicate technical information clearly and effectively to non -technical users. Maintain a positive and supportive attitude in all customer interactions.

Collaboration: Work closely with other support teams and departments to ensure a seamless customer experience.

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Shift:

• Day shift

Work Days:

• Monday to Friday
• Weekend availability

Work Location: In person