Service Delivery Manager

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