Talent Destination
Website:
talent-destination.com
Job details:
Designation: Service Delivery Lead
Experience: 8 Years+ (Should have Team lead experience in Data Centre)
Qualification: BE / B.Tech / MCA / M.Sc (IT)
Job Summary : Responsible for the providing best in class service to customers. Lead and motivate a team of competent service engineers, technicians and other staff to deliver the assigned goals. Meet / exceed the operational metrics agreed with customer, review them regularly and take necessary steps to improve the metrics.
Key Responsibility Area:
- 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 reanalyse 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 .
- Tracking of consumption, analysing the failures.
- Build relationships with customers. 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 mainatenance.
- Timely submission of Invoice & collection. Reducing the DSO of the contract. Improve cashflow.
- Liasoning with different internal & external stakeholder like HR, SCM, Fianance, OEMs for executing the respective job done.
- Properly managing team & upskill the team memebers in coordination with HR.
- Governance of site engineers on job schedule, location , attendance etc.
- Taking care of Contract P/L. Reduce cost & improve margin.
Exposure to: Exposure to handling projects involving Smart Cities/ CCTV( Must) PIDS/ACCESS/FDA/Command and Control Solution/Data Centre etc would be a definite advantage.
Knoweldge of SLA delivery and managing projects driving service level is essential. Knowledge of various Surveillance/Access /CCTV/ PIDS/ Intrusion/ FAS / Data Centre and other related HLS platforms.
Click on Apply to know more.
