Service Delivery Manager (SDM)

Engati Technologies Inc.; Meerut; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Engati Technologies Inc. in Meerut seeks a Service Delivery Manager to oversee end-to-end O&M service delivery across the state, ensuring SLA compliance, safety adherence, revenue targets, and customer satisfaction through multi-site operations and continuous improvement.

You will lead a state operations team, manage field service engineers, drive governance, coordinate with CO and support functions, and deliver data-driven MIS reporting while optimizing costs and performance.

Qualifications

• Must have ownership and accountability for state-level operations.
• Strong background in operations management and service delivery.
• Excellent negotiation and financial analysis skills.

Responsibilities

• Ensure safety, compliance, and SLA adherence across sites.
• Lead state operations teams and optimize resource deployment.
• Drive revenue targets, billing efficiency, and cost control.
• Maintain customer engagements and timely issue resolution.
• Coordinate with CO and support functions for governance.
• Produce regular MIS reports and monitor performance KPIs.

Skills

ownership

operations management

negotiation skills

financial acumen

team management

customer management

Job description

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.

2. Key Responsibilities

A. Safety & Compliance Management

• Ensure 100% adherence to safety and statutory compliance across all technical and commercial activities.
• Identify, escrow, and resolve deviations within defined timelines:
• Participate in internal, surprise, and ISO audits (minimum 1 audit/month).
• 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.

C. 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.

D. Customer Relationship Management

• 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

E. Team & Resource Management

• Lead and manage state operations team (4–5 clusters).
• Plan and recommend:
• Transfers, postings, and hiring requirements
• Ensure optimal utilization of manpower and infrastructure.
• Monitor team performance and drive productivity and accountability.

F. 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).

G. 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.

H. Administrative & Infrastructure Management

• Manage state office infrastructure and administrative requirements.
• Ensure readiness of tools, equipment, and support systems.

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

  5. Span of Control

  • State-level operations covering multiple clusters (4–5 clusters)
  • Direct oversight of FSEs, ASMs, CSC teams, and support staff

  6. Additional Note

  • Any additional responsibilities assigned by management will form part of the role.

  Must have skills

  • ownership
  • operations management
  • negotiation skills
  • strong financial acumen
  • team management
  • customer management

  Qualifications

  • * Total Experience: 8 years of experience .
  • * Total Experience:12 years of experience.
  • * Current Role Requirement: