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 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 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
- Robust 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.

Those interested and meeting the criteria outlined above should apply by 30ᵗʰ July 2026 on Peoplehum, mentioning very clearly in the Subject – Application for the post of “SDM - UPW” 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 .
- Specific Experience: Must have a minimum experience of 4 years in Gems
- Diploma Route:
- Total Experience:12 years of experience.
- Specific Experience: Must have a minimum experience of 6 years in Gems
- Current Role Requirement:
- Candidate should be currently working either in an ASI or ASM role.

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