Service Delivery Manager

About the job

We are seeking a dynamic and experienced individual to lead and support our technical support team. This role involves overseeing daily operations, ensuring high-quality customer support, mentoring team members, and driving process improvements. The ideal candidate will have strong technical expertise, leadership skills, and a passion for delivering excellent customer experiences.

Team Management & Leadership:

- Supervise and mentor the technical support team, ensuring optimal performance

- Assist in recruiting, onboarding, and training new team members

- Monitor team productivity, provide feedback, and conduct performance evaluations

- Foster a positive and collaborative team culture that encourages problem-solving and innovation

Technical Support Operations:

- Oversee day-to-day technical support activities, ensuring timely resolution of customer issues

- Act as the escalation point for complex technical issues and ensure resolution within SLA timelines

- Monitor support metrics (e.g., response times, resolution rates, customer satisfaction) and drive continuous improvement

- Collaborate with other departments to resolve technical issues and enhance service delivery

Process Improvement & Reporting:

- Identify and implement process improvements to enhance support efficiency

- Develop and maintain documentation, FAQs, and knowledge base articles

- Analyze support trends, generate reports, and provide recommendations to senior management

Customer Experience & Relationship Management:

- Ensure high levels of customer satisfaction by delivering prompt and effective support

- Implement customer feedback to refine support processes and enhance user experience.

Information Security Responsibilities

-  Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets

- Adhere to JCI product security standards and guidelines for secured software product development

- The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements

- Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes

- Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third-party materials without an appropriate license is prohibited

- The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law

- Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets

- All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel

Qualifications :

- A degree in engineering or related field is a must, preferably BE / B.Tech /ME/ M.Tech/BCA/MCA, BSC/MSC.

Skills and Qualifications Required:

- Overall 8+ Years of experience with 3+ years of experience in technical/customer support, and experience in team management, with a demonstrated track record of success

- Excellent verbal and written communication skills (email writing skills)

- Strong troubleshooting and problem-solving skills

- Proficiency in Microsoft Office Excel and Power point

- Experience with Salesforce is a must

- Strong customer service know-how

- Good interpersonal and problem-solving skills

- Excellent leadership, communication, and conflict-resolution skills

- Ability to work in shifts: all time zones in US

- Ability to manage multiple priorities in a fast-paced environment