Service Delivery Manager (SDM)

• 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 new 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 performance and drive productivity and accountability.
• 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).
• 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.
• Administrative & Infrastructure Management
• Manage state office infrastructure and administrative requirements.
• Ensure readiness of tools, equipment, and support systems.
• 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
• Strong client management and negotiation skills
• Leadership with team development capability
• Ability to work in high-pressure, field-driven environments
• Span of Control
• State-level operations covering multiple clusters (4–5 clusters)
• Direct oversight of FSEs, ASMs, CSC teams, and support staff
• Additional Note
• Any additional responsibilities assigned by management will form part of the role.
  
  

Qualifications

BE/BTech Route:

• Total Experience: 8 years of experience .
• Diploma Route:
• Total Experience:12 years of experience.
• Current Role Requirement:
  
  

Must have skills

• ownership
• operations management
• negotiation skills
• strong financial acumen
• team management
• customer management