Job Description: Service Delivery Manager
Company: Foxscan (Urbanroof Etrade Private Limited) Location: Delhi, NCR Department: Operations Reports To: Operations Head / Founders
About Foxscan
Foxscan (previously UrbanRoof) is India's AI-powered structural diagnosis company. Using thermal imaging, moisture mapping, radar, and an AI engine trained on data from 40,000+ diagnosed buildings, Foxscan identifies structural issues before repairs happen — with every finding reviewed and signed off by a certified structural engineer. Foxscan does not sell or perform repairs; it delivers documented, engineer-validated diagnostic reports used for property purchases, pre-renovation checks, damage disputes, and developer due diligence.
Foxscan currently operates across Pune, Mumbai, Bangalore, Ahmedabad, Chennai, Delhi, and Hyderabad.
Role Overview
We are looking for a Service Delivery Manager to own the end-to-end execution of scans in the Delhi NCR region. This role sits at the center of Foxscan's operations — coordinating field engineers, scheduling site visits, resolving on-ground issues, and ensuring the full service cycle (booking → scan → report → payment) closes smoothly and on time. You will be the primary point of contact for the region's structural engineers and a key driver of customer experience and turnaround-time commitments.
Key Responsibilities
Scheduling & Site Coordination
- Plan and allocate daily/weekly site inspection schedules for structural engineers based on bookings, location, and engineer availability across Delhi NCR.
- Confirm bookings within Foxscan's committed timelines and coordinate engineer dispatch to ensure scans are completed, typically within two hours on-site.
- Monitor scan status in real time and re-route or reassign engineers when delays, cancellations, or urgent bookings arise.
Engineer Management & Support
- Serve as the first point of contact for field engineers' day-to-day queries, doubts, and on-ground issues (equipment, access, client coordination, report clarifications).
- Ensure engineers have the right equipment, access instructions, and case details before every visit so no preparation gaps affect the two-hour scan window.
- Track engineer performance, punctuality, and report quality; escalate recurring issues to the Operations Head.
Payments & Reconciliation
- Track client payments against completed scans and ensure timely invoicing and collection per Foxscan's terms.
- Ensure engineers are paid accurately and on time following completed and client-confirmed service visits.
- Maintain a clear, auditable record of scan-to-payment status for every job (booked, scanned, reported, invoiced, paid).
Report Turnaround & Quality
- Coordinate with engineers to ensure the 48-hour report delivery commitment is consistently met after each site visit.
- Liaise between engineers and the review/validation process to flag delays before they affect the client-facing SLA.
Customer Experience
- Act as an escalation point for client concerns related to scheduling, engineer conduct, or report delays.
- Work with the sales/booking team to align engineer capacity with incoming demand across the region.
Requirements
- 3–6 years of experience in field service operations, service delivery, dispatch/scheduling, or a similar operations role — ideally in a field-services, home-services, construction, real estate, or technical inspection business.
- Strong organizational and multitasking ability; comfortable managing a live schedule across multiple engineers and sites simultaneously.
- Working knowledge of payment tracking / basic reconciliation processes (client billing and vendor/engineer payouts).
- Clear communicator, comfortable resolving operational queries from field staff under time pressure.
- Proficiency with scheduling tools, spreadsheets (Excel/Google Sheets), and CRM or field-service management software.
- Based in Delhi NCR, with willingness to travel locally as needed to support field operations.
- Prior experience managing a team of field technicians, engineers, or service professionals is strongly preferred.
What Success Looks Like
- Site inspections consistently scheduled and confirmed within Foxscan's committed timelines.
- Minimal engineer downtime or scheduling conflicts across the Delhi NCR region.
- Client payments collected and engineer payouts processed on time, with clean reconciliation records.
- 48-hour report turnaround maintained across the majority of jobs.
- High engineer satisfaction and low query-resolution turnaround time.
This JD may be adapted to reflect the exact regional scope (single-city vs. multi-city) and reporting structure at the time of hiring.
Pay: ₹35,000.00 - ₹55,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
Work Location: In person
