service manager(IT Hardware field-service delivery manager)

• Ensure adherence to Service Level Agreements (SLAs) for IT hardware services.
• Monitor and improve service delivery efficiency, reducing downtime and maximizing uptime.
• Oversee incident and problem management, ensuring timely resolution with minimal business impact.
• Effectively manage escalations to ensure prompt resolution and maintain customer satisfaction.
• Maintain high customer satisfaction through regular reviews and feedback collection.
• Establish and maintain strong relationships with key stakeholders to understand and exceed hardware requirements.
• Ensure clear and proactive communication with clients on service updates, ongoing issues, and improvements.
• Lead and manage the service delivery team, ensuring performance targets are met.
• Identify skill gaps and arrange necessary training to enhance both technical and soft skills.
• Optimize resource planning for efficient service delivery based on workload and demand.
• Ensure service delivery operations stay within the allocated budget while optimizing costs.
• Identify and implement cost-saving measures, such as negotiating supplier agreements and reducing waste.
• Ensure adherence to standardized service delivery processes for consistency and efficiency.
• Implement continuous improvement initiatives to enhance service delivery through technology and workflow enhancements.
• Ensure compliance with industry regulations, company policies, and best practices.
• Manage relationships with hardware vendors to meet quality, delivery, and support expectations.
• Negotiate and oversee contracts with third-party suppliers for hardware procurement and service support.
• Proactively identify and mitigate risks related to hardware service delivery, including system failures and obsolescence.
• Resolve service-related issues efficiently to minimize business impact.
• Provide regular reports on service performance, incident logs, and improvement initiatives to management and clients.
• Maintain updated documentation for hardware configurations, troubleshooting procedures, and service delivery processes.
• Oversee new hardware deployments, upgrades, and replacements, ensuring timely and cost-effective execution.
• Collaborate with project managers, other departments, and vendors for seamless project delivery.
• Optimize workflows to enhance service efficiency and resource utilization.
• Ensure service staff have access to the necessary tools, technology, and training to perform effectively.

· Identify Business Requirements: Define what services the ASP will provide (e.g., SaaS, PaaS, infrastructure support).

· Vendor Selection: Choose an ASP that meets technical, compliance, and business needs.

· Contract and SLA Review: Ensure Service Level Agreements (SLAs) cover performance, support, data security, and availability.

· Audit ASP Services: Identify all ASP-related costs (e.g., licenses, support, infrastructure).

· Usage Analysis: Track actual usage vs. allocated resources—find underutilized services.

· Cost Breakdown: Separate costs by category (e.g., infrastructure, data storage, user licenses).

· Vendor Negotiation: Renegotiate contracts for better rates, especially for long-term commitments.

· Consolidate Vendors: Reduce the number of ASPs by choosing multi-functional platforms.

· Defective Spare Reverse Pickup refers to the process of collecting faulty or defective spare parts from a customer or partner and returning them to the supplier, manufacturer, or service center for repair, replacement, or disposal. This is a critical part of reverse logistics and after-sales service.

· Return Merchandise Authorization (RMA): Generate an RMA number to track the reverse pickup.

· Item Tagging: Label the defective spare with a unique identifier (e.g., part number, serial number).

· Pickup Instructions: Provide the customer with packaging guidelines to prevent damage in transit.

· Ensure adherence to Service Level Agreements (SLAs) for hardware support.

· Track and optimize hardware service request resolution time.

· Manage third-party vendors and service providers for hardware repairs and warranty claims.

· Oversee the logging, tracking, and resolution of hardware-related incidents.

· Analyze recurring issues and drive root cause analysis (RCA) for long-term solutions.

· Implement processes to reduce downtime and improve hardware reliability.

· Ensure excellent communication with internal stakeholders and end-users.

· Implement feedback mechanisms to measure and improve service quality.

· Conduct regular training for service desk staff on hardware support.

Job Type: Full-time

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

• Leave encashment

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Education:

• Bachelor's (Preferred)

Experience:

• support service: 3 years (Preferred)

Work Location: In person