Service Delivery Manager

Position Overview:
Responsible for ensuring seamless and efficient service delivery operations across assigned regions under the NAMO program. The role focuses on escalation handling, PMS compliance, spare part management, AMC, Repaired and Service work order coordination, customer relationship management, and analytical reviews of recurring complaints to drive service quality and operational excellence.

Key Responsibilities:
1. Calls and Escalation Management

Handle customer escalations efficiently by coordinating with regional, branch, and backend support teams.

Ensure timely resolution and closure of critical issues in line with service SLAs and customer satisfaction goals.

Proactively monitor open calls and follow up with stakeholders to prevent potential escalations.

Analyse repeated complaint patterns, identify root causes, and share data-driven insights to reduce recurrence.

Prepare escalation trend analysis reports for management review and continuous improvement.

2. Spare Parts Support

Facilitate timely availability and movement of spares across branches to minimize equipment downtime.

Coordinate with the supply chain, vendors, and logistics partners for fast-track dispatches and replenishments.

Ensure accurate documentation and tracking of part requirements under AMC and warranty cases.

Monitor spare consumption and recommend strategies for inventory optimization.

3. PMS (Preventive Maintenance Schedule) Monitoring

Oversee PMS compliance across key customers (NAMO, Key NAMO) in assigned regions.

Follow up with branch service teams to ensure 100% PMS completion and timely report submission.

Highlight deviations and escalate gaps to management for closure before SLA or penalty impact.

Drive improvements in PMS planning, documentation, and execution quality.

4. Customer Relationship Management

Build and maintain strong, trust-based relationships with key clients to ensure satisfaction and retention.

Maintain regular communication with customers for updates, feedback, and issue resolutions.

Participate in service review meetings to assess performance, turnaround time (TAT), and satisfaction levels.

Ensure feedback and concerns-especially on recurring complaints-are tracked, analysed, and acted upon promptly.

5. Asset AMC Booking

Ensure Asset AMC booking , ensuring all assets are properly covered under valid service contracts.

Coordinate with KAM Monthly meeting, branches, and commercial teams to ensure timely renewal and activation of AMCs.

Maintain accurate records of AMC coverage, validity periods, and asset details in the system.

Track AMC WO issuance to the CP's, coverage ratios, and pending renewals for proactive closure.

6. Internal Reporting and Analysis

Prepare and consolidate weekly/monthly regional performance reports for management review.

Track and analyse key parameters such as escalations, PMS adherence, SDI (Service Delivery Index), and WO status.

Perform analytical reviews of recurring complaints and technical issues to identify process or product gaps.

Share actionable insights and recommendations to improve service delivery and operational efficiency.

7. Work Order (WO) Issuance to Channel Partners

Issue Work Orders (WOs) to authorized channel partners in line with AMC, warranty, and service requirements.

Ensure WOs are released promptly with clear scope, timelines, and customer details.

Track WO progress, service completion, and ensure closure confirmation within defined SLAs.

Monitor channel partner performance and provide feedback for service quality improvement.

Coordinate with finance and service teams to ensure WO closure aligns with billing and documentation compliance.

8. Technical and Field Support

Provide technical guidance to field engineers for resolving major or recurring breakdowns.

Support root cause analysis and define corrective/preventive actions to prevent repeat failures.

Validate service quality post-resolution through customer feedback and review.

Conduct technical knowledge-sharing sessions to enhance field team capability.

9.Key Competencies:

Strong analytical and problem-solving skills, particularly in repeated complaint and service trend analysis.

Excellent communication, coordination, and stakeholder management skills.

Proven experience in AMC management, WO issuance, PMS tracking, and escalation handling.

Data-driven approach with proficiency in reporting and performance monitoring.

Collaborative mindset for working with cross-functional teams and channel partners.

Knowledge of AMC/Warranty processes, service documentation, and CRM systems.