Service Technician Cum SDA Assistant

Johnson Controls, Inc.; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

Johnson Controls, Inc. is seeking a detailed and proactive Service Delivery Assistant in Bengaluru to support service delivery operations and ensure a seamless customer experience.

You will coordinate with internal teams, monitor requests, maintain records, and ensure SLA adherence while contributing to incident management and performance reviews. Strong communication, organization, and problem-solving skills are essential for success in a fast-paced environment.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years in Service Delivery, Operations Support or Customer Service.
• Strong knowledge of service management processes and SLA management.
• Excellent verbal and written communication skills.
• Proficiency with ticketing or service management tools (ServiceNow, Remedy, Jira).

Responsibilities

• Support day-to-day service delivery activities and ensure timely resolution of customer requests.
• Monitor service performance metrics and SLA compliance.
• Coordinate with internal stakeholders and external vendors to ensure smooth operations.
• Track and update service delivery records, reports, and dashboards.
• Assist in incident management, escalation tracking, and issue resolution.
• Prepare periodic service review reports and presentations.
• Ensure adherence to processes, policies, and quality standards.
• Identify process improvements and contribute to efficiency initiatives.
• Respond to customer inquiries with timely updates on requests.
• Support audit and compliance activities related to service delivery.

Skills

Verbal and written communication

Office productivity

Analytical thinking

Stakeholder management

Task prioritization

Education

Bachelor's degree in Business Administration/Management/IT

Tools

ServiceNow

Remedy

Jira

MS Office (Excel, PowerPoint, Outlook)

Job description

Job Summary

We are seeking a detail-oriented and proactive Service Delivery Assistant to support service delivery operations and ensure a seamless customer experience. The role involves coordinating with internal teams, monitoring service requests, maintaining service records, and ensuring adherence to service-level agreements (SLAs). The ideal candidate should possess strong communication, organizational, and stakeholder management skills.

Key Responsibilities

• Support day-to-day service delivery activities and ensure timely resolution of customer requests.
• Monitor service performance metrics and SLA compliance.
• Coordinate with internal stakeholders and external vendors to ensure smooth service operations.
• Track, maintain, and update service delivery records, reports, and dashboards.
• Assist in incident management, escalation tracking, and issue resolution.
• Prepare periodic service review reports and presentations.
• Ensure adherence to organizational processes, policies, and quality standards.
• Identify process improvement opportunities and contribute to operational efficiency initiatives.
• Respond to customer inquiries and provide timely updates on service requests.
• Support audit and compliance activities related to service delivery operations.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Information Technology, or a related field.
• 3-5 years of experience in Service Delivery, Operations Support, Customer Service, or a similar role.
• Strong understanding of service management processes and SLA management.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite, especially Excel, PowerPoint, and Outlook.
• Experience working with ticketing or service management tools (ServiceNow, Remedy, Jira, etc.) is preferred.
• Strong analytical and problem-solving abilities.
• Ability to prioritize tasks and work effectively in a fast-paced environment.