General Manager Service Delivery

Eureka Forbes Limited

Role Overview

We are seeking a dynamic and strategic leader to oversee end-to-end service operations across the country. This role is critical in ensuring exceptional customer experience and operational efficiency while driving profitability and long-term growth in service revenues, especially from Annual Maintenance Contracts (AMC). The ideal candidate will combine strong operational rigor, people leadership, and customer-centric thinking to drive high-impact transformation initiatives across a distributed service network.

This is a high-visibility role sitting at the intersection of customer experience, operational governance, revenue growth, and digital transformation—best suited for someone who thrives in fast-paced environments and is passionate about scaling service excellence.

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Key Responsibilities

1. Operations Governance & Process Standardization

• Govern and standardize end-to-end service operations across all regions, ensuring strict adherence to SOPs, productivity benchmarks, and TAT norms.
• Monitor and drive operational KPIs, conduct monthly governance forums, and ensure timely resolution of escalations via regional and partner teams.
• Partner with Quality and Revenue COEs to drive national implementation of process improvement projects, campaign initiatives, and service excellence programs.

2. Service Revenue & Performance Delivery

• Own national service revenue and profitability goals; steer regional operations teams and service partners toward achieving monthly and annual targets.
• Translate strategic AMC and service sales plans into executable region-specific playbooks with clear ownership and KPIs.
• Analyze performance dashboards, identify revenue gaps, and implement data-driven interventions to boost AMC penetration and upselling.

Workforce & Partner Network Management

• Govern regional leadership and field technician teams to ensure optimal workforce planning, especially around seasonal peaks, new product launches, and marketing campaigns.
• Strengthen performance management frameworks for Business Partners (BPs), aligning revenue goals, service quality, and incentive programs.
• Drive initiatives for partner engagement, skill development, and capability enhancement to uplift network performance and compliance.

Digital & Transformation Project Deployment

• Lead nationwide deployment of digital service tools and platforms—ensuring training, adoption, and seamless transition from pilot to BAU.
• Liaise between central transformation teams and regional stakeholders to ensure consistent rollout of GTM strategies, technology upgrades, and automation initiatives.
• Track success metrics and user feedback to continuously improve digital adoption and impact.

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Success Metrics

• Improvement in Net Promoter Score (NPS)
• Reduction in average service TAT and escalation rates
• Growth in AMC revenue and service profitability
• Increase in partner performance index and workforce productivity
• Timely execution of digital transformation initiatives with high adoption rates

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Skills & Experience

• 10–12 years of experience in after-sales service operations, preferably in consumer durables, home appliances, electronics, or automotive sectors.
• Prior experience in leading large distributed service teams, including both company-owned and partner-managed setups.
• Strong program management skills for deploying transformation or digital initiatives across geographies.
• Familiarity with tools like Salesforce Service Cloud, SAP FSM, ServiceMax, or similar service management platforms is a plus.
• Service Operations Management: Proven experience in managing nationwide service delivery operations with a strong understanding of SOPs, TATs, escalation handling, and quality assurance.
• Revenue & P&L Ownership: Demonstrated success in driving service revenue (especially AMC) and managing P&L for service verticals.
• Customer Experience Leadership: Deep understanding of NPS, CSAT, and VOC programs with a track record of improving customer satisfaction and loyalty.
• People & Partner Management: Strong leadership experience managing regional teams and external partner networks; ability to drive performance through KPIs, coaching, and engagement.
• Digital Transformation: Experience in rolling out service-related digital tools (CRM, technician apps, self-service portals) and leading change management across large teams.
• Analytical & Data-Driven: Comfortable working with dashboards, MIS, and performance analytics to make informed decisions and interventions.