Service Delivery Manager (3-9 yrs)

About Our Client:

Our client is a prominent player in the rapidly evolving Internet Service Provider sector in India. With a strong commitment to delivering high-speed broadband services, the company has established a significant market presence and is continuously expanding its customer base.

Job Description: Manager - Service Delivery

Location: Warangal

Experience: Minimum 5 years in service delivery, operations management, or a similar role, preferably in a telecom or Wi-Fi services company.

Qualification: Bachelor's degree minimum

Working Days: 6 days a week, Monday - Saturday

About the role:

The Manager - Service Delivery will be responsible for overseeing the service operations and ensuring efficient delivery of services to customers. This includes managing workflows, handling escalations, training teams, and ensuring the achievement of key performance targets. The role also focuses on improving customer satisfaction, troubleshooting technical issues, managing manpower, and supporting the company's sales efforts to resolve service-related concerns.



Key Responsibilities:.

1. Service Operations Management:

- Supervise and manage service operations to ensure timely delivery of services.

- Handle customer complaints, provide mandatory services, and oversee fault repair and deployment through technicians.

- Manage field readiness and build team capacity to handle technical service needs efficiently.

2. Team Supervision and Training:

- Conduct training programs for technicians to ensure they are up to date with the latest service protocols and technical knowledge.

- Organize regular refresher training sessions to enhance the team's performance and skills.

- Oversee recruitment efforts to ensure a skilled workforce and facilitate training according to company standards.

3. Technical Assistance & Product Upgrades:

- Provide technical assistance to end users for troubleshooting and resolving issues related to the company's products and services.

- Manage the lifecycle of teams and ensure they are equipped with knowledge of new products, services, and solutions.

- Oversee product upgrades, ensuring smooth transitions and timely rollouts of new products and services.

4. Performance Management & Service Improvement:

- Conduct daily reviews of Network Engineers to monitor progress on deployments, track performance, and ensure issues are addressed promptly.

- Handle repeat fault tickets ensuring proper follow-up and resolution in a timely manner.

- Review service requests and fault tickets.

- Continuously track and improve service performance through audits, buddy rides, and performance reviews.

5. Collaboration and Coordination:

- Work closely with the Sales Team to resolve any service-related issues impacting sales and customer satisfaction.

- Collaborate with the Manager to ensure adequate material availability, including fiber, and connectors, to support operations.

Required Skills and Qualifications:

- Technical Expertise: Strong understanding of broadband services, technical support, and related technologies (Wi-Fi, fiber optics).

- Leadership: Proven experience managing teams and driving performance.

- Communication Skills: Excellent verbal and written communication skills, with the ability to work cross-functionally and interact with various stakeholders.

- Problem-Solving: Strong troubleshooting and issue resolution abilities, especially in customer-facing environments.

- Organizational Skills: Ability to manage multiple tasks and responsibilities effectively with strong attention to detail.