Service Delivery

Deputy Manager - Service Delivery

Location: Noida

Education Background: B.E./B.Tech, 8 - 10 Years of Post Qualification Experience in Same kind of project experience of IBMS installation or implementation or design experience.

Experience Background: 8-10 years of over-all experience with more than 3 years of experience in handling large scale surveillance or emergency project

Job Summary:

• Responsible for the providing best in class service to TASL 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 Responsibilities:

• 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 SLAs of response time and resolution time across the reanalyze 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 OEMs for adequate parts availability at site level. Maintain the optimum inventory level of spare parts at site to meet the SLAs. Tracking of consumption, analyzing 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 maintenance.
• Timely submission of Invoice & collection. Reducing the DSO of the contract. Improve cashflow.
• Liaison with different internal & external stakeholder like HR, SCM, Finance, OEMs for executing the respective job done.
• Properly managing team & upskill the team members in coordination with HR.
• Governance of site engineers on job schedule, location , attendance etc.
• Taking care of Contract P/L. Reduce cost & improve margin.

Desirable Requirements

• Exposure to handling projects involving CCTV/PIDS/ACCESS/BIOMETRIC/FDA/Command and Control Solution/Gate Solutions/UVSS/Baggage scanners etc. would be a definite advantage.
• Knowledge of SLA delivery and managing projects driving service level is essential. Knowledge of various Surveillance/Access /CCTV/ PAS/ PIDS/ Intrusion/ FAS / Basic Networking and other related HLS platforms.
• Result oriented/Customer Focused/Good Communication skills/ Customer Handling/Team management