Job Purpose: Strategizing, planning and executing entire Service Delivery process thereby improving CSAT, VSAT & enhancing customer delight.

· Review of customer satisfaction feedback, complaints, analysis, CSAT score and CAP in order to achieve growth in overall business.

· Engage with Customers at regular intervals to understand the requirements, delivery gaps and updating them about performance and Gaps

· Adherence to vendor KPI (TAT, CSAT, etc.) and ensuring that the team meets it

· Service Delivery improvement in all business verticals to ensure customer satisfaction

· Ensuring that the org. is compliant with the compliance norms

· Improving operational efficiency by reducing cost and waste in process, vendor receivable reconciliation, tracking WIP and inventory ageing etc.

· Service Delivery Review and customer meets in order to gain continues improvement, CSAT & business growth.

· Backlog management and review to ensure effective utilization of resources, system cleaning and tracking, OEM and Customer satisfaction.

· Daily/ Weekly and Monthly review with OEM/ customers on country performance based on requirement as per SOW.

· Training & Development - Improving team skills, facilitating team work, up skilling engineers and creating pool of engineers for managing critical projects there by enhancing overall delivery efficiency.