IT Service Delivery Manager is responsible for ensuring successful delivery of all AMC and FMS projects within the assigned region. The role is accountable for maintaining service levels as per contractual commitments, driving customer satisfaction, managing operational teams, resolving service delivery challenges, handling escalations, and ensuring contract renewals.

The position serves as the primary bridge between customers and Accel's service organization, ensuring consistent service quality while identifying opportunities for business growth through upselling and cross-selling of Accel's IT service offerings.

Key Responsibilities

Service Delivery Management

- Own end-to-end service delivery of AMC and FMS contracts across Telengana & AP region.
- Ensure compliance with contracted SLAs, KPIs, response times, uptime commitments, and service quality standards.
- Monitor project performance and implement corrective actions to address service gaps.
- Conduct regular service reviews with customers and internal stakeholders.
- Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.
- Ensure adherence to ITIL-based service management practices wherever applicable.

Customer Relationship Management

- Act as the primary escalation point for customers across all assigned accounts.
- Develop and maintain strong relationships with customer stakeholders, department heads,



and decision-makers.
- Conduct periodic governance meetings and service review meetings.
- Ensure high levels of customer satisfaction and customer retention.
- Proactively identify and address customer concerns before they escalate.

Escalation and Issue Resolution

- Manage critical customer escalations and drive timely closure of issues.
- Resolve delivery challenges related to People,Processes,Tools,Technology,Operational practice

Service Governance and Compliance

- Ensure all contractual obligations are fulfilled as per AMC and FMS agreements.
- Review SLA reports, performance dashboards, and operational metrics regularly.
- Maintain service documentation, audit compliance, and contractual records.
- Ensure adherence to company policies, government compliance requirements, and customer-specific regulations.

Contract Renewal and Business Growth

- Achieve 100% renewal of all AMC and FMS contracts .
- Develop customer engagement plans to strengthen long-term relationships.
- Identify opportunities for:
- Managed Services
- Infrastructure Support Services
- Network Services
- Security Services
- Cloud Services
- Helpdesk Services
- Skilled Services
- Hardware Maintenance Services

- Drive upselling and cross-selling initiatives across existing customer accounts.
- Work closely with Sales and Pre-Sales teams to generate service revenue growth.

📌 IT Service Delivery Maneger (Telangana)
🏢 Accel IT Services
📍 Telangana