Service Delivery Manager

Job Description As a Service Delivery Manager, your role is to oversee and manage the service delivery operations and activities related to the deployment and support of resident engineers at client sites. You will be responsible for ensuring the successful delivery of services, meeting client expectations, and driving customer satisfaction. This position requires a combination of technical expertise, leadership skills, and customer relationship management.   Key Responsibilities: Service Delivery Management:  Oversee the end-to-end service delivery process for resident engineer services. Ensure adherence to service level agreements (SLAs) and client requirements. Monitor service performance, identify areas for improvement, and implement corrective actions as necessary. Collaborate with cross-functional teams to ensure seamless service delivery.   Team Management:  Manage a team of resident engineers responsible for providing technical support and assistance to clients. Recruit, train, and develop a skilled workforce. Ensure adequate staffing levels, manage resource allocation, and optimize workforce utilization. Foster a positive work environment that promotes teamwork, productivity, and employee growth. Client Relationship Management:  Establish and maintain strong relationships with key client stakeholders. Conduct regular meetings and communication to understand client needs, address concerns, and provide updates on service delivery. Act as the primary point of contact for escalations and conflict resolution. Proactively identify opportunities to enhance customer satisfaction and exceed client expectations.   Technical Expertise:  Possess a deep understanding of the system-integrated company's products, solutions, and services. Stay up-to-date with the latest industry trends, technologies, and best practices. Provide technical guidance and support to resident engineers as needed. Collaborate with technical teams to ensure timely resolution of technical issues and escalations. Performance Monitoring and Reporting:  Develop and implement mechanisms to monitor and measure the performance of resident engineers. Establish key performance indicators (KPIs) and metrics to assess service quality, customer satisfaction, and team performance. Prepare regular reports and presentations to provide insights and recommendations for improvement. Process Improvement:  Continuously evaluate and improve service delivery processes and workflows. Identify opportunities for automation, standardization, and efficiency enhancements. Collaborate with relevant stakeholders to implement process improvements and drive operational excellence.   Contract Management:  Collaborate with the sales and legal teams to ensure proper contract management for resident engineer services. Review and negotiate contract terms, service level agreements, and pricing structures. Ensure compliance with contractual obligations and terms. Financial Management:  Monitor financial performance related to resident engineer services. Analyze revenue and cost data, identify areas for cost optimization, and make strategic recommendations to maximize profitability. Requirements Bachelor's degree in a relevant technical field such as computer science, information technology, or engineering. Additional certifications or advanced degrees are a plus. 4+ yrs of Proven experience in a service delivery management role, preferably in a system-integrated company or IT services provider. Strong technical background and understanding of system integration, networking, and IT infrastructure. Excellent leadership and team management skills, with the ability to motivate and inspire a diverse team of resident engineers. Exceptional communication and interpersonal skills, with the ability to build strong client relationships and effectively communicate technical concepts to non-technical stakeholders. The customer-centric mindset with a focus on delivering exceptional service and exceeding client expectations. Strong problem-solving and decision-making abilities, with a track record of resolving complex customer issues. Proficiency in performance monitoring, data analysis, and reporting tools. Knowledge of project management methodologies and best practices. Ability to work under pressure, meet deadlines, and adapt to a fast-paced and dynamic environment. Benefits Health insurance coverage for self, spouse, and kids. Long-term benefit plan with employer matching contributions. Opportunities for professional development and advancement within the organization. Requirements - Able to work independently, remotely from home and on company premises in Bangalore - Fluent in Spoken and Written English - Able to work EMEA & APAC office hours - Intermediate IT skills. - 2+ years experience working in an IT environment - Asset management experience. - Windows & MacOS operating system experience. - Knowledge of the ITIL reference model is preferable.