- 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 new 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.
- 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).
- 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.
- Administrative &
- Infrastructure Management
- Manage state office infrastructure and administrative requirements.
- Ensure readiness of tools, equipment, and support systems.
- 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
- Solid financial acumen (revenue, cost, billing, collections)
- Data-driven decision-making and MIS handling

Behavioral

- High ownership and accountability
- Robust client management and negotiation skills
- Leadership with team development capability
- Ability to work in high-pressure, field-driven environments
- Span of Control
- State-level operations covering multiple clusters (4–5 clusters)
- Direct oversight of FSEs, ASMs, CSC teams, and support staff
- Additional Note
- Any additional responsibilities assigned by management will form part of the role.

Qualifications

BE/BTech Route

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

Must have skills
- ownership
- operations management
- negotiation skills
- strong financial acumen
- team management
- customer management

📌 Service Delivery Manager (SDM) (Meerut)
🏢 General Energy Management Systems P.
📍 Meerut