Role Summary - Accel IT Services, a division of Accel Limited, is seeking an experienced and commercially oriented Service Delivery Manager to lead critical service operations and strategic customer engagements across India. The incumbent will manage end-to-end service delivery for key enterprise customers while driving operational excellence across multiple support functions including field service teams, parts procurement, test & repair operations, call coordination center, and delivery governance.

The ideal candidate must come from the IT Infrastructure Services industry and possess hands-on experience in managing large-scale field service operations, enterprise customer relationships, SLA-driven support environments, warranty services, infrastructure maintenance contracts, and multi-location service delivery teams.

KEY ACCOUTABILITIES -

Strategic Customer Management

- Serve as the primary delivery owner for the organization's Top 20 strategic customers.
- Build executive-level relationships with CIOs, IT Heads, Procurement Heads, and Business Stakeholders.
- Conduct periodic service reviews and governance meetings.
- Drive service improvements, customer satisfaction, contract compliance, and account growth.
- Identify opportunities for cross-selling and service expansion in collaboration with sales teams.
- Proactively manage escalations and ensure timely closure of critical issues.

Service Delivery Leadership
- Ensure achievement of SLA and KPI commitments across managed accounts.
- Monitor service performance, incident trends, and customer experience metrics.
- Drive continual service improvement initiatives.




- Establish governance mechanisms for productivity, quality, turnaround time, and operational excellence.
- Lead service review forums and operational performance discussions.

Operations Management Lead and coordinate multiple service support functions including:

Field Service Operations

- Regional service engineers.
- Resident engineers.
- Onsite support teams.
- Depot and branch service teams.

Call Coordination & Service Desk
- Back-end call management team.
- Ticket allocation and workforce scheduling.
- Escalation management.
- Service call lifecycle management.

Parts Procurement & Inventory Operations
- Spare planning and forecasting.
- Critical stock monitoring.
- Vendor follow-ups.
- Inventory optimization and stock availability.

Test & Repair Operations
- Repair center management.
- Refurbishment processes.
- Quality control.
- Turnaround time management.
- Warranty claim processing.

Stakeholder Management

Work closely with

- National Delivery Leadership
- Regional Service Managers
- Procurement Team
- Logistics Team
- Finance Team
- Key Account Managers
- OEM Partners
- Enterprise Customers

Act as a bridge between customer expectations and internal operational capabilities. Business & Financial Responsibilities
- Drive service profitability.
- Monitor service delivery costs.
- Optimize manpower utilization.
- Improve engineer productivity and asset utilization.
- Review service margins and operational efficiency.
- Participate in annual budgeting and forecasting exercises.
- Support contract renewals and commercial negotiations.

📌 Service Delivery Manager - Strategic Accounts & Operations (Chennai)
🏢 Accel IT Services
📍 Chennai