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service delivery manager(SDM)

Location

Greater Bengaluru Area

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

General Energy Management Systems P. Ltd.

Website: gemsl.com
Job details:
  • 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.
  • Qualifications & Experience
  • Education: B.E./B.Tech (Mechanical / Electrical / Instrumentation / Petroleum)
  • Experience: 10–15 years in Oil & Gas O&M / Service Delivery
  • Experience managing multi-site/state-level operations is mandatory
  • 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

  • Education: B.E./B.Tech (Mechanical / Electrical / Instrumentation / Petroleum)
  • Experience: 10–15 years in Oil & Gas O&M / Service Delivery
  • Experience managing multi-site/state-level operations is mandatory

Must have skills

  • ownership
  • operations management
  • negotiation skills
  • strong financial acumen
  • team management
  • customer management
Click on Apply to know more.

Skills

compliance
customer engagement
customer relationship management
database
end-to-end
energy management
infrastructure management
service delivery
team development