- 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 recent 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

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