Job Description

The Service Delivery Manager is responsible for owning end-to-end service delivery for assigned customers or regions, seamlessly integrating both operational and analytics workstreams. This role focuses on ensuring optimal service performance by managing SLAs, resource planning, and comprehensive client governance. Acting as the primary strategic liaison for the client, the Service Delivery Manager will drive operational excellence, deliver actionable insights through data analytics, and ensure the highest levels of customer satisfaction and value realization within the digital building portfolio.

Key Responsibilities.

The responsibilities for this role include:

- End-to-End Service Delivery: Own and manage the comprehensive service delivery lifecycle for assigned regional or global customers, seamlessly integrating operational execution with data analytics workstreams.

- Client Governance & Strategic Liaison: Act as the primary strategic point of contact for clients, leading regular governance meetings, managing escalations, and ensuring service delivery consistently aligns with the client’s strategic business objectives.

- SLA and Performance Management: Rigorously monitor and manage service performance to ensure strict compliance with Service Level Agreements (SLAs). Oversee issue prioritization, drive resolution, and implement corrective actions when metrics fall short of targets.

- People Management & Talent Development: Lead, mentor, and manage a team of service professionals. Establish clear, measurable performance goals, conduct regular performance evaluations, and proactively identify skills gaps. Design and implement customized skill development and training plans to foster career growth and build a high-performing, future-ready team.

- Resource Planning & Operations: Oversee resource allocation, team schedules, workload distribution, and timesheet approvals to ensure effective service coverage, optimal utilization, and adherence to project timelines.





- Operations & Analytics Integration: As the program and client base evolves, you will be responsible for shaping future operational perspectives. You will act as the strategic bridge between operational teams and data analysts, building the capability to translate building data insights into proactive operational measures, energy optimization strategies, and continuous service improvements.

- Program Management: Manage the delivery of services for clients in accordance with each client's Scope of Work. Manage services to the agreed commitments regarding time, scope, and budget.

- Process Development and Implementation: Develop, implement, and optimize Standard Operating Procedures (SOPs), Methods of Procedure (MOPs), and RACIs to standardize service delivery processes and improve operational efficiencies across regions.

- Continuous Improvement: Drive continuous improvement initiatives by implementing automation, refining reporting dashboards, and proactively recommending maintenance or operational enhancements based on analytical insights.

- Industry Expertise: Maintain expertise, knowledge and understanding of industry trends, developments and initiatives

- FPC Responsibilities:

- Represent FPC in a qualified manner internally and externally, and achieve a high level of customer satisfaction for all work performed

- Be an effective team member, communicating with colleagues and working collectively to contribute to the development of Digital Building Services Group and the FPC business

- Identify, develop, deliver and support opportunities for continuous improvement for FPC

- Report to line manager, acting in accordance with their requests and direction and those of FPC management

- Manage own workload, communicating and escalating any issues to line manager accordingly

- Act in accordance with all FPC employment policies and procedures, including FPC Employee Handbook, Health & Safety and Time and Expenses Reporting

- Carry out any other duties reasonably requested by FPC Management

📌 Service Delivery Manager (Pune)
🏢 Facility Performance Consulting
📍 Pune