Service Delivery Manager (SDM)

Job Summary

The Service Delivery Manager (SDM) is responsible for end-to-end service delivery, operational performance, and profitability of OM 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.

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

• Technical: Strong understanding of OM practices, SLA frameworks, and asset management
• Technical: Knowledge of fuel stations / retail networks / terminal operations
• Technical: Familiarity with compliance, audits, and safety standards
• Managerial: Multi-site operations management
• Managerial: Strong financial acumen (revenue, cost, billing, collections)
• Managerial: Data-driven decision-making and MIS handling
• Behavioral: High ownership and accountability
• Behavioral: Strong client management and negotiation skills
• Behavioral: Leadership with team development capability
• Behavioral: 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.