eZone Security Solutions - Vice President/Head - Service Delivery & Service Excellence

VP & Head - Service Delivery - PAN India

1. Service Delivery & Service Excellence:

- Responsible for scaling up the Service Delivery and Service Excellence.

- Manage End to End Service Delivery and ensure world class service experience to the clients.

- Effective budget allocation and management of overall cost of Service, churn management, customer service, etc.,

- Directly responsible for Year on year Contract Renewal and Sale of Spares.

- Responsible to support Sales team on New AMC.

2. Service Strategy & Way Forward:

- To design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry.

- To build and work in tandem with Technology team for scaling up innovative, Predictive Service-Site behavior and understand the pattern on kind of issues or escalations.

- Facilitate to Develop & Executive training modules for the field service team.

- Responsible for Service revenue and Service related Sales revenue.

- Supervise the service function of the organization, and should be able to propose as well as negotiate service contracts with a major focus on Contract Renewal.

- Monitoring customer satisfaction with existing clients to ensure service delivery.

3. Management of day to day Service Delivery and ensure:

- Working within SOP.

- Achieving TAT & Quality as per SLA.

- Timely & accurate Reporting / Management Information analysis.

- Implement Quality adherence initiatives &Create a quality culture.

- Timely Billing & Collection targets.

4. Management of Relationships with Clients, Internal Stakeholders and OEM's. Responsible for following:

- Number of Escalations.

- Client feedback.

- Relation with OEM to get appropriate support on spares and training.

- Prompt &qualitative response to Tickets and Preventive Maintenance.

- Manage Dash board of measurable activities to monitor &take corrective actions.

5. Team Management

Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance, training, demonstrate leadership skills and Attrition Management.

Key deliverables:

- Client satisfaction - Feedback & number of escalations.

- SLA management. (Response Time, No. Of Visits, Resolution Time)

- Maintenance Contract Renewals

- Team management.

- Innovation in Service Delivery.

- Cost management - People, Time, Spares & OEM Support.

Required Education & Experience:

- Engineering back ground, MBA from a reputed institution. Experience managing Service Delivery. Someone who has attended certification programs in the related fields would be plus.

- 15+ years, out of which 10 years should be Leadership Experience, heading a large team.