Team Lead - Service Delivery

About the job:

Key areas of expertise:

- Ensure the maximum uptime of the entire security system and deliver value to the end user, meeting SLA.

- Customer Complaint Redressal System - Ensuring the adherence to the SLA's of response time and resolution time across the re-analyse the customer complaints and ensure corrective and preventive measure taken for the quick Redressal of the customer complaints.

- Ensure 100% attend of Preventive & Breakdown maintenance.

- Ensure support system for the resolution of any critical customer complaint.

- Spare Parts Management - Ensure the regular ordering from OEM's for adequate parts availability at site level, maintain the optimum inventory level of spare parts at site to meet the SLA's, and track consumption while analysing the failures.

- Build relationships with customers and constantly work on proposing innovative solutions and upgrades to the customer.

- Free to travel various sites, do site audit & come out with observation & preventive action to reduce the downtime & rework.

- Team & performance governance as per metrices.

- Need coordinate with OEM & B2B contractors for timely support & compliance on breakdown & preventive maintenance.

- Timely submission of Invoice & collection, reducing the DSO of the contract and improve cashflow.

- Laisoning with different internal & external stakeholder like HR, SCM, Finance, OEMs for executing the respective job done.

- Properly managing team & upskill the team members in coordination with HR.

- Governance of site engineers on job schedule, location, attendance etc.

- Taking care of Contract P/L, reduce cost & improve margin.