Service Delivery Manager - Strategic Accounts & Operations

Accel It Services; Chennai District; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Accel IT Services, a division of Accel Limited, seeks an experienced Service Delivery Manager to lead strategic customer engagements and service operations across India. You will own service delivery for top enterprise accounts and drive governance, improvements, and account growth.

Ideal candidates come from IT Infrastructure Services with proven leadership in large, SLA-driven support operations across multi-location teams and enterprise customers.

Qualifications

• 12-18 years of experience in IT Infrastructure Services.
• Minimum 5 years in a leadership role managing large service delivery operations.
• Experience managing national enterprise customers and multi-location teams.

Responsibilities

• Own service delivery for the company's top enterprise accounts.
• Build and maintain relationships with CIOs, IT heads, and key stakeholders.
• Conduct service reviews and governance meetings.
• Drive customer satisfaction, SLA compliance, service improvements, and account growth.
• Lead field service, call coordination, parts management, test & repair, and service governance.
• Ensure achievement of SLAs and KPIs; monitor performance and trends.
• Manage critical customer escalations and budgetary considerations.

Skills

Leadership

Stakeholder management

Service delivery

Operations management

Strategic customer management

Job description

Role Summary - Accel IT Services, a division of Accel Limited, is looking for an experienced Service Delivery Manager to lead strategic customer engagements and service operations across India. The role will be responsible for managing key enterprise accounts while driving operational excellence across field services, call coordination, parts management, test & repair functions, and service governance.

The ideal candidate should come from the IT Infrastructure Services industry with proven experience in managing large-scale support operations, enterprise customers, SLA-driven environments, warranty and AMC services, and multi-location teams.

Key Accountabilities

Strategic Customer Management

• Own service delivery for the company's top enterprise accounts.
• Build and maintain relationships with CIOs, IT Heads, and key stakeholders.
• Conduct service reviews and governance meetings.
• Drive customer satisfaction, SLA compliance, service improvements, and account growth.

Service Delivery Leadership

• Ensure achievement of agreed SLAs and KPIs.
• Monitor service performance, customer experience, and operational trends.
• Lead continuous service improvement initiatives.
• Manage critical customer escalations.

Operations Management

Oversee and coordinate:

Field Service Operations

• Regional and resident engineers
• Onsite support teams
• Branch and depot service operations

Call Coordination & Service Desk

• Call management and scheduling
• Ticket allocation and escalation management
• End-to-end service call lifecycle

Parts & Inventory Operations

• Spare planning and inventory management
• Critical stock monitoring
• Vendor coordination and procurement support

Test & Repair Operations

• Repair center performance
• Refurbishment and quality processes
• Turnaround time management

Business & Financial Management

• Drive service profitability and operational efficiency.
• Monitor service delivery costs and resource utilization.
• Improve productivity and service margins.
• Support budgeting, forecasting, and contract renewals.

Stakeholder Management

• Collaborate with Delivery Leadership, Regional Managers, Procurement, Logistics, Finance, and Key Account teams.
• Act as the bridge between customer expectations and operational execution.

Experience & Qualification

• 12-18 years of experience in IT Infrastructure Services.
• Minimum 5 years in a leadership role managing large service delivery operations.
• Experience managing national enterprise customers and multi-location teams.

Preferred Industry Background -

Candidates only from:

• IT Infrastructure Services
• Managed Services
• OEM Service Organizations
• Hardware Support Services
• End User Computing Support
• Data Center Infrastructure
• Network & Security Support
• Field Service Operations

Note: Candidates with experience primarily in Software Project Delivery, Application Development, or IT Program Management are requested not to apply. This role is focused on IT Infrastructure Services and Operational Service Delivery.