Job Title: Assistant Manager Service Delivery

Company: ACT Fibernet

Location: Thane / Navi Mumbai (including Kharghar)

Experience: 7-10 Years

HR Spoc :- Himanshu A (phone hidden)

Role Objective:

To drive service delivery operations across assigned territories by ensuring SLA adherence, reducing downtime, leading field teams, and delivering superior customer experience.

Key Responsibilities:

1)Own end-to-end service delivery for FTTH/Broadband customers in the assigned cluster

2)Ensure SLA, TAT, uptime, and service quality targets are consistently met

3)Lead, manage, and monitor field engineers and vendor teams for daily operations

4)Handle critical customer escalations and ensure resolution within defined timelines

5)Coordinate with NOC and technical teams for quick resolution of network issues/outages

6)Track KPIs such as ticket closure, downtime, repeat complaints, and drive corrective actions





7)Conduct daily/weekly reviews to improve team productivity and service efficiency

8)Manage vendor performance, compliance, and service quality

Drive process improvements to reduce complaints and enhance CSAT

9)Prepare MIS reports and provide actionable insights to management

Key Skills :

Service Delivery, SLA, TAT, FTTH, Broadband, Networking, LAN, WAN, Incident Management, Escalation Handling, Team Management, Field Operations, Vendor Management, NOC Operations, MIS, KPI, CRM, Ticketing, Process Improvement, CSAT

Preferred Candidate Profile:

Experience in ISP/Telecom service delivery operations

Strong team handling and stakeholder management skills

Good understanding of network troubleshooting and field operations

Ability to work in a rapid-paced, target-driven environment

📌 Assistant Manager -Service Delivery || Mumbai || ACT Fibernet || (Maharashtra)
🏢 Atria Convergence Technologies (ACT)
📍 Maharashtra