1. Role Purpose
The Service Delivery Manager (SDM) is responsible for end-to-end service delivery, operational performance, and profitability of O&M business across the assigned state. The role ensures SLA compliance, safety adherence, revenue achievement, and customer satisfaction, while managing multi-site operations and driving continuous improvement.
2. Key Responsibilities
A. Safety & Compliance Management
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Ensure 100% adherence to safety and statutory compliance across all technical and commercial activities.
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Identify, escalate, and resolve deviations within defined timelines:
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Drive Zero Deviation / Zero Incident culture across sites.
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Participate in internal, surprise, and ISO audits (minimum 1 audit/month).
B. Revenue & Financial Management
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Own and deliver state-level revenue targets: Monthly and quarterly billing achievement
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Ensure strict cost control within approved budgets.
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Drive additional revenue generation: in terms of new opportunities ad additional billing from new activities, PO acquisition, timely submission of invoices and collection.
C. Service Delivery & SLA Compliance
- Ensure SLA compliance across all customer sites.
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Maintain Liquidated Damages as low as possible.
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Optimize resource deployment and travel efficiency of Field Service Engineers (FSEs).
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Monitor service KPIs and ensure minimum downtime and high asset reliability.
D. Customer Relationship Management
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Achieve highest customer satisfaction score.
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Conduct structured customer engagement plan like periodical visits
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Act as escalation point and ensure timely resolution of customer issues.
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Update customers on new initiatives, services, and performance improvements.
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Maintain and update customer database in the system
E. Team & Resource Management
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Lead and manage state operations team (4–5 clusters).
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Plan and recommend:
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Manpower deployment (FSEs)
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Transfers, postings, and hiring requirements
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Ensure optimal utilization of manpower and infrastructure.
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Monitor team performance and drive productivity and accountability.
F. Operations Planning & Governance
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Prepare and execute customer visit plans with RM approval.
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Coordinate with Corporate Office (CO) and Support Functions (HR, SCM, IT, Technical).
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Ensure timely MIS reporting to internal and external stakeholders.
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Participate in Daily/Weekly review meetings (DCUM).
G. Process Excellence & Audit
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Ensure compliance with i-SLA and internal governance standards.
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Drive continuous improvement in operations and reporting accuracy.
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Ensure all internal and external queries are resolved within defined timelines.
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Minimize financial leakages and operational inefficiencies.
H. Administrative & Infrastructure Management
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Manage state office infrastructure and administrative requirements.
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Ensure readiness of tools, equipment, and support systems.
4. Competencies Required
Technical
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Strong understanding of O&M practices, SLA frameworks, and asset management
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Knowledge of fuel stations / retail networks / terminal operations
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Familiarity with compliance, audits, and safety standards
Managerial
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Multi-site operations management
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Strong financial acumen (revenue, cost, billing, collections)
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Data-driven decision-making and MIS handling
Behavioral
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High ownership and accountability
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Strong client management and negotiation skills
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Leadership with team development capability
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Ability to work in high-pressure, field-driven environments
5. Span of Control
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State-level operations covering multiple clusters (4–5 clusters)
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Direct oversight of FSEs, ASMs, CSC teams, and support staff
6. Additional Note
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Any additional responsibilities assigned by management will form part of the role.
