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 current opportunities ad additional billing from new 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 manag
📌 Service Delivery Manager (Meerut)
🏢 General Energy Management Systems
📍 Meerut
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