Ishan Technologies - Account Service Delivery Manager

Company Description :

- Ishan Technologies is a leading ICT group that has grown to become a prominent national enterprise with a strong pan-India presence.

- Our diversified presence in Retail, Enterprise, and Government Institutions with ISP and SI Capability enables us to provide unique IT and Telecom solutions.

- We understand that every business is unique and have helped nation's most prestigious brands run their business efficiently with our customized solutions.

Role Description:

- We are seeking an experienced and customer-focused Service Delivery and Assurance Manager to ensure the seamless delivery of services and exceptional customer experiences.

- In this role, you will oversee service delivery processes, manage customer relationships, and uphold the highest standards of quality assurance.

- If you have a passion for excellence and a background in customer experience management, we want to hear from you!.

Key Responsibilities:.

Service Delivery Excellence:.

- Lead the end-to-end delivery of services, ensuring timely and high-quality outcomes.

- Develop and optimize service delivery processes to enhance efficiency and effectiveness.

- Monitor and manage Service Level Agreements (SLAs) to meet or exceed customer expectations and contractual obligations.

Customer Experience Leadership:.

- Act as the primary point of contact for key customers, building strong and lasting relationships.

- Collect and analyze customer feedback to identify opportunities for improvement and implement strategies to enhance the customer experience.

- Design and drive customer experience programs to foster loyalty and retention.

Quality Assurance and Continuous Improvement:.

- Establish and maintain quality assurance standards and processes for consistent service delivery.

- Conduct regular audits and assessments to identify service delivery gaps and implement corrective actions.

- Collaborate with cross-functional teams to resolve service issues and drive continuous improvement initiatives.

Data-Driven Insights and Reporting:.

- Prepare and present regular reports on service delivery performance, customer satisfaction, and quality assurance metrics.

- Analyze data to identify trends and areas for improvement, and develop action plans to address them.

- Utilize customer feedback and data insights to inform strategic decisions and enhance service offerings.

Qualifications:.

- Educational Background: Bachelor's degree in Electronics and Telecommunications (BE).

- Experience: Proven experience in service delivery, customer experience management, and quality assurance.

- Skills: Strong understanding of service delivery processes, SLA management, and customer relationship management.

- Excellent leadership, communication, and interpersonal skills.

- Analytical Abilities: Ability to analyze data, generate insights, and drive continuous improvement initiatives.

- Technical Proficiency: Proficiency in relevant software and tools for service delivery and customer experience management.

Preferred Qualifications:.

- Advanced degree in a related field.

- Experience in a similar industry or sector.

- Certification in customer experience management, ITIL, or related areas.