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.

Key Responsibilities
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).
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 current activities, PO acquisition, timely submission of invoices and collection.
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.
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
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.
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📌 Service Delivery Manager (Meerut)
🏢 General Energy Management Systems P.
📍 Meerut