Service Delivery Manager/Head

Service Delivery Manager/Head India

We are retained a global conglomerate with revenues in excess of USD 5 billion, to find leadership talent to manage India launch of business. Silverpeople is retained to hire the critical talent for the initial core team of 8-10 people.

- The role entails significant business exposure, an opportunity to associate with a global group and work with smart people in the trade.

Location: Bangalore

Salary: (40-55 Lakh) Not a constraint for right candidate

Summary:

- As a core member of the India team, the service manager will be primarily responsible for setting up and running after sales service operations of Client in India.

- This position is a key specialist role managing the warranty, after sales services for Co's Products in India including management of Service partners, Walk-in Centers, and Spare parts logistics.

Roles & responsibilities:

Service Delivery Management responsibilities:

- Formulate and implement the after sales service strategy that it truly distinctive and in line with business objectives

- Appoint and manage vendors for customer carry-in service centres

- Manage all supporting processes such as complaint management, call center to service partner interaction, legal exposure

- Improve the TAT for service to raise the customer satisfaction levels

- Support country sales team(s) in winning key deals by securing the correct level of warranty service

- Drive up services sales revenue

- Ensure audit compliance of overall warranty service operation

- Gather industry best practices and benchmarks so as to apply "best-in-class" processes

- Own consumer delight and satisfaction through superlative consumer-centric approach

- Responsible for key services KPI’s – cost, customer satisfaction, service and spare part availability, legal liability coverage

Spare parts management:

- Plan the spare part inventory across all service centres in India

- Ensure correct spare parts logistics flow, and inventory levels across the country

- Ensure that defective parts’ return process is up and running

- Ensure CRM system is set up and clean order management

- Ensure smooth spare part delivery to all centres, within the specified TAT

Qualifications:

- 10+ years of experience in after sales warranty services, preferably in the Mobile/PC industry

- Proven record of application of following competencies : Planning and Organizing, Negotiation skills , Effective Communication, Problem Solving and Decision-Making, Strategic Thinking, Analytical Skills

- Strong knowledge of MS office tools (PowerPoint at advanced level, Excel - experience with pivot tables, basic formulas, macros, look-up functions)

- Excellent communication skills in person, written, over telephone and email

- English at an advanced level. Other language/Chinese is an advantage

- Self motivated , reliable, problem solver

- Must be able to work independently without close supervision and on own initiative - the SDM role is remotely managed with strong local stakeholder presence

- Be able to work under pressure in a results oriented environment

- Basic project management skills (able to create simple project plans, with task list, drive project BMS, create and work with MS Project plans)

- Able to travel within Region and sub-Region regularly inside India

Process: Please send updated CV, current and expected salary, We shall share your profile only after having a discussion with you about the client and role in detail.