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.
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