Service Delivery Operations Manager

2 days ago

Mumbai, Maharashtra, India beBeeOperations Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Title: Service Delivery Operations Manager

As a dynamic and strategic leader, you will oversee end-to-end service operations across the country, ensuring exceptional customer experience and operational efficiency while driving profitability and long-term growth in service revenues.

This role sits at the intersection of customer experience, operational governance, revenue growth, and digital transformation—best suited for someone who thrives in fast-paced environments and is passionate about scaling service excellence.

Key Responsibilities:
  • Govern and standardize end-to-end service operations across all regions, ensuring strict adherence to SOPs, productivity benchmarks, and TAT norms.
  • Monitor and drive operational KPIs, conduct monthly governance forums, and ensure timely resolution of escalations via regional and partner teams.
  • Partner with Quality and Revenue COEs to drive national implementation of process improvement projects, campaign initiatives, and service excellence programs.
  • Own national service revenue and profitability goals; steer regional operations teams and service partners toward achieving monthly and annual targets.
  • Translate strategic AMC and service sales plans into executable region-specific playbooks with clear ownership and KPIs.
  • Analyze performance dashboards, identify revenue gaps, and implement data-driven interventions to boost AMC penetration and upselling.
  • Drive initiatives for partner engagement, skill development, and capability enhancement to uplift network performance and compliance.
  • Lead nationwide deployment of digital service tools and platforms—ensuring training, adoption, and seamless transition from pilot to BAU.
Success Metrics:
  • Improvement in Net Promoter Score (NPS)
  • Reduction in average service TAT and escalation rates
  • Growth in AMC revenue and service profitability
  • Increase in partner performance index and workforce productivity
  • Timely execution of digital transformation initiatives with high adoption rates
Requirements:
  • 10–12 years of experience in after-sales service operations, preferably in consumer durables, home appliances, electronics, or automotive sectors.
  • Prior experience in leading large distributed service teams, including both company-owned and partner-managed setups.
  • Strong program management skills for deploying transformation or digital initiatives across geographies.
  • Familiarity with tools like Salesforce Service Cloud, SAP FSM, ServiceMax, or similar service management platforms is a plus.
  • Service Operations Management: Proven experience in managing nationwide service delivery operations with a strong understanding of SOPs, TATs, escalation handling, and quality assurance.
  • Revenue & P&L Ownership: Demonstrated success in driving service revenue (especially AMC) and managing P&L for service verticals.
  • Customer Experience Leadership: Deep understanding of NPS, CSAT, and VOC programs with a track record of improving customer satisfaction and loyalty.
  • People & Partner Management: Strong leadership experience managing regional teams and external partner networks; ability to drive performance through KPIs, coaching, and engagement.
  • Digital Transformation: Experience in rolling out service-related digital tools (CRM, technician apps, self-service portals) and leading change management across large teams.
  • Analytical & Data-Driven: Comfortable working with dashboards, MIS, and performance analytics to make informed decisions and interventions.
What We Offer:
  • A competitive compensation package
  • Opportunities for professional growth and development
  • A dynamic and supportive work environment

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