{"id":3620530,"url":"https://alion.io/job/johnson-controls-service-delivery-manager","title":"Service Delivery Manager","company":{"id":448321,"name":"Johnson Controls","domain":"johnsoncontrols.com","url":"https://alion.io/company/johnsoncontrols-3","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":477,"ghost_share":0,"stale_share":0.732,"repost_share":0.008,"time_to_fill_p50_days":33,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"closed","first_seen_at":"2026-11-02T18:11:54Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-03T00:02:19Z","board_verified":false,"closed_at":"2026-11-03T00:02:19Z","days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"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.\nTeam Management & Leadership:\nSupervise and mentor the technical support team, ensuring optimal performance\nAssist in recruiting, onboarding, and training new team members\nMonitor team productivity, provide feedback, and conduct performance evaluations\nFoster a positive and collaborative team culture that encourages problem-solving and innovation\nTechnical Support Operations:\nOversee day-to-day technical support activities, ensuring timely resolution of customer issues\nAct as the escalation point for complex technical issues and ensure resolution within SLA timelines\nMonitor support metrics (e.g., response times, resolution rates, customer satisfaction) and drive continuous improvement\nCollaborate with other departments to resolve technical issues and enhance service delivery\nProcess Improvement & Reporting:\nIdentify and implement process improvements to enhance support efficiency\nDevelop and maintain documentation, FAQs, and knowledge base articles\nAnalyze support trends, generate reports, and provide recommendations to senior management\nCustomer Experience & Relationship Management:\nEnsure high levels of customer satisfaction by delivering prompt and effective support\nImplement customer feedback to refine support processes and enhance user experience.\nInformation Security Responsibilities\n Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets\nAdhere to JCI product security standards and guidelines for secured software product development\nThe software, licenses, shall be deployed and used only in accordance with JCI licensing agreements\nUnless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes\nAny 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\nThe 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\nImplement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets\nAll 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\nQualifications:\nA degree in engineering or related field is a must, preferably BE / B.Tech /ME/ M.Tech/BCA/MCA, BSC/MSC.\nSkills and Qualifications Required:\nOverall 8+ Years of experience with 3+ years of experience in technical/customer support, and experience in team management, with a demonstrated track 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