Job Function

Operations

Designation

DY. MANAGER - D045

Level

P1

Employment Type

Full Time

Experience level

08 to 12 years

Workplace Type

Onsite

Location

Meerut, India - 250110

Job role

1. Role Purpose

The Service Delivery Manager (SDM) is responsible for end-to-end service delivery, operational performance, and profitability of O&M; business across the assigned state. The role ensures SLA compliance, safety adherence, revenue achievement, and customer satisfaction, while managing multi-site operations and driving continuous improvement.

2. Key Responsibilities

A. Safety & Compliance Management

- Ensure 100% adherence to safety and statutory compliance across all technical and commercial activities.
- Identify, escalate, and resolve deviations within defined timelines:
- Drive Zero Deviation / Zero Incident culture across sites.
- Participate in internal, surprise, and ISO audits (minimum 1 audit/month).

B. Revenue & Financial Management

- Own and deliver state-level revenue targets: Monthly and quarterly billing achievement
- Ensure strict cost control within approved budgets.
- Drive additional revenue generation: in terms of new opportunities ad additional billing from recent activities, PO acquisition, timely submission of invoices and collection.

C. Service Delivery & SLA Compliance

- Ensure SLA compliance across all customer sites.
- Maintain Liquidated Damages as low as possible.
- Optimize resource deployment and travel efficiency of Field Service Engineers (FSEs).




- Monitor service KPIs and ensure minimum downtime and high asset reliability.

D. Customer Relationship Management

- Achieve highest customer satisfaction score.
- Conduct structured customer engagement plan like periodical visits
- Act as escalation point and ensure timely resolution of customer issues.
- Update customers on new initiatives, services, and performance improvements.
- Maintain and update customer database in the system

E. Team & Resource Management

- Lead and manage state operations team (4–5 clusters).
- Plan and recommend:
- Manpower deployment (FSEs)
- Transfers, postings, and hiring requirements
- Ensure optimal utilization of manpower and infrastructure.
- Monitor team performance and drive productivity and accountability.

F. Operations Planning & Governance

- Prepare and execute customer visit plans with RM approval.
- Coordinate with Corporate Office (CO) and Support Functions (HR, SCM, IT, Technical).
- Ensure timely MIS reporting to internal and external stakeholders.
- Participate in Daily/Weekly review meetings (DCUM).

G. Process Excellence & Audit

- Ensure compliance with i-SLA and internal governance standards.
- Drive continuous improvement in operations and reporting accuracy.




- Ensure all internal and external queries are resolved within defined timelines.
- Minimize financial leakages and operational inefficiencies.

H. Administrative & Infrastructure Management

- Manage state office infrastructure and administrative requirements.
- Ensure readiness of tools, equipment, and support systems.

4. Competencies Required

Technical

- Strong understanding of O&M; practices, SLA frameworks, and asset management
- Knowledge of fuel stations / retail networks / terminal operations
- Familiarity with compliance, audits, and safety standards

Managerial

- Multi-site operations management
- Strong financial acumen (revenue, cost, billing, collections)
- Data-driven decision-making and MIS handling

Behavioral

- High ownership and accountability
- Strong client management and negotiation skills
- Leadership with team development capability
- Ability to work in high-pressure, field-driven environments

5. Span of Control

- State-level operations covering multiple clusters (4–5 clusters)
- Direct oversight of FSEs, ASMs, CSC teams, and support staff

6. Additional Note

- Any additional responsibilities assigned by management will form part of the role.

Must have skills

ownership operations management negotiation skills strong financial acumen team management customer management

Qualifications

BE/BTech Route:

- Total Experience: 8 years of experience .
- Diploma Route:
- Total Experience:12 years of experience.
- Current Role Requirement:

📌 Service Delivery Manager (SDM) (India)
🏢 General Energy Management Systems
📍 India