Job Purpose 
 
The incumbent is responsible for successful service delivery – manage service delivery SLA achievement and 
high level of customer satisfaction (in support with SDMs), SDMs to make sure that they have at least 2 
succession plans readily available in case of any FTEs resignation or separation 
 
Duties and responsibilities 
 
• Successful service delivery – manage service delivery SLA achievement and high level of 
customer satisfaction (in support with SDMs) 
• Monitor overall performance of services and timelines to deliver. 
• Good communication around issues and opportunities get things done, make things happen. 
• Building, maintaining and analyzing service reports to address any possible delays before it 
occurs. 
• Distribute service reports Daily/ Weekly/ Monthly to key internal personal and clients and 
raise any potential risks/issues. 
• Removing all obstacles to customer satisfaction and / or financial performance. 
• Communicating across organizational boundaries – from ground team through to executives. 
• Following up, escalating and taking action if service delivery is not meeting expectations. 
• See upcoming issues proactively & be ready with the possible solutions. 
• Working with the client delivery teams along with FSO teams to identify and manage service 
improvement activities. 
• Propose any amendments/ideas to improve processes & to keep customer delight for long 
run. 
• Develop and implement processes with client to ensure effective information flow to speed 
up delivery timelines. 
• Ensuring operations teams are aware of changes and are prepared. 
• Building a healthy professional relationship with key client team members & should connect 
with them on weekly / Monthly basis (call/face to face) 
• Collaborating with senior management and key account manager on client account 
management and growth. 
• Need to make sure that the attendance of all FTEs are placed in the projects is 100%. 
• Make sure every assigned project has sufficient pool of backfills to cover the primary. 
• Fortnightly/ Monthly connect with all the FTE. 
• Make sure all the FTE meet the guidelines as per the SOW. 
• SDMs to make sure that they have at least 2 succession plans readily available in case of any 
FTEs resignation or separation. 
• Backfill succession plan should also be readily available & make sure no site stays ideal in the 
assigned projects
• Make sure that the service escalation level is less than 1%. 
• Make sure related (Internal + External) teams are looped in immediately as soon as 
escalations is received & they start working towards normalization of services. 
• SDMs to make sure that BCP is initiated in case of any Incident & service continuity is not 
effected. 
• SDMs to inform Senior Management team immediately & share the updates in the timely 
manner. 
Qualification Details 
 
• B. Tech in CSE, ECE & IT. 
 
Skills and Abilities 
 
• MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation 
skills. 
• Decisive: must be able to use initiative to make quick decisions to resolve problems and 
overcome obstacles delaying delivery. 
• Must be able to communicate & partner with other departments and contractors to achieve 
targets. 
• Customer management: tactful, resolute and committed to providing excellent customer 
service. 
• Ability to deliver technical presentations competently. 
• Must be good in reporting & converting it into a meaningful deck. 
• Must be able to interfaces with customer “executive” level management on a regular basis. 
• Delivering results: ability to plan and organize self and work in order to achieve objectives 
and targets. 
 
 Professional Certification 
 
• Minimum ITIL V3 Certified. 
 
Experience Required 
 
• Fresher / At least 1 to 2 years project 
management/ service delivery 
management