Team Lead - Service Delivery

Key areas of expertise:

• Ensure the maximum uptime of the entire security system and deliver value to the end user. Meeting SLA.
• Customer Complaint Redressal System - Ensuring the adherence to the SLA's of response time and resolution time across the re-analyse the customer complaints and ensure corrective and preventive measure taken for the quick Redressal of the customer complaints.
• Ensure 100% attend of Preventive & Breakdown maintenance.
• Ensure support system for the resolution of any critical customer complaint.
• Spare Parts Management-Ensure the regular ordering from OEM's for adequate parts availability at site level. Maintain the optimum inventory level of spare parts at site to meet the SLA's . Tracking of consumption, analysing the failures.
• Build relationships with customers. Constantly work on proposing innovative solutions and upgrades to the customer.
• Free to travel various sites, Do site audit & come out with observation & preventive action to reduce the downtime & rework.
• Team & performance governance as per metrices.
• Need coordinate with OEM & B2B contractors for timely support & compliance on breakdown & preventive maintenance.
• Timely submission of Invoice & collection. Reducing the DSO of the contract. Improve cashflow.
• Laisoning with different internal & external stakeholder like HR, SCM, Finance, OEMs for executing the respective job done.
• Properly managing team & upskill the team members in coordination with HR.
• Governance of site engineers on job schedule, location , attendance etc.
• Taking care of Contract P/L. Reduce cost & improve margin.