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customer service - order fulfillment

customer service rep

Renesas Electronics

<div>
 
 Company Description
 
 
 
 
 Renesas is one of the top global semiconductor companies in the world. We strive to develop a safer, healthier, greener, and smarter world, and our goal is to make every endpoint intelligent by offering product solutions in the automotive, industrial, infrastructure and IoT markets. Our robust product portfolio includes world leading MCUs, SoCs, Analog and power products, plus Winning Combination solutions that curate these complementary products. We are a key supplier to the world&rsquo;s leading manufacturers of electronics you rely on every day; you may not see our products, but they are all around you.
 
 
 
 
 Renesas employs roughly 21,000 people in more than 30 countries worldwide. As a global team, our employees actively embody the Renesas Culture, our guiding principles based on five key elements: Transparent, Agile, Global, Innovative, and Entrepreneurial. Renesas believes in, and has a commitment to, diversity and inclusion, with initiatives and a leadership team dedicated to its resources and values. At Renesas, we want to build a sustainable future where technology helps make our lives easier. Join us and build your future by being part of what&rsquo;s next in electronics and the world.
 
 
 
 
 Job Description
 
 
 
 Our Customer Service Team is looking for a talented and experienced individual in business, marketing, finance or similar field to join our team as a
 
 Distribution Customer Service Representatives (DCSR) Team
 
 in our [Bangalore India] office. The successful candidate will work directly with the Sales/Channel Partners and a multinational team of Customer Service Operators worldwide.
 
 
 
 Primary Responsibilities
 
 
 
 
 ROLE &amp;
 
 
 RESPONSIBILITIES
 
 
 
 <ul>
 <li>
 Supporting in an administrative/reporting function providing information and support internally and externally.
 </li>
 <li>
 Focus on support to enable sales to focus on design and customer facing activities. Coordinates with sales team members to ensure goals/ KPIs are met.
 </li>
 <li>
 Supporting escalation and coordination as a first level point of contact for regional customers and distributors. Communicates proactively for both internal escalations and short-term supply changes with the distributors.
 </li>
 <li>
 Coordinate with multiple internal Teams (Quote to Cash process, including preparing and managing quotations, order entry, pricing validation, and invoicing with regards to procurement, logistics, finance, and credit control to ensure seamless order fulfillment and payment collection).
 </li>
 <li>
 Understands changes in demand to support forecast / backlog alignment with regional distribution and Sales Team. Supports required backlog adjustments in alignment with Asset Management Team.
 </li>
 <li>
 Actively work on Quotes and Registrations against backlog coverage.
 </li>
 <li>
 Sample Support &ndash; ordering, tracking and follow up.
 </li>
 <li>
 Support on distribution related projects, demand/ supply transfer / stock rotations etc.
 </li>
 <li>
 Maintain in/out stock history and participate in Internal Audits related to the in/out stocks.
 </li>
 <li>
 Assist the sales team in processing customer orders and follow-ups to ensure timely delivery.
 </li>
 <li>
 Maintain accurate records of customer interactions, sales orders, quotes, and payment status.
 </li>
 <li>
 Respond to customer inquiries regarding product availability, pricing, quotations, delivery schedules, and billing.
 </li>
 <li>
 Prepare sales reports and documentation as required by the sales management team.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business, Engineering, marketing, finance or similar field.
 </li>
 <li>
 4-7 years of hands-on experience in customer service, sales support, or similar role.
 </li>
 <li>
 Experience with Quote to Cash, Order Management, Sales Support, Sales Operations must have.
 </li>
 <li>
 Strong MS Excel skills along with other MS Office products.
 </li>
 <li>
 Good team player with the ability to work in teams and cross regions with a proactive approach, consistently delivering high-quality customer service with focus on building relationships and achieving quality results.
 </li>
 <li>
 Ability to adapt to change, work across different ERP systems, reports &amp; procedures in a fast-paced environment with a good resilience to stress.
 </li>
 <li>
 Strong analytic and quantitative skills, ability to determine trends and propose solutions.
 </li>
 <li>
 Advanced command of English both spoken and written. Demonstrating clear and concise written and verbal communication to internal and external stakeholders.
 </li>
 <li>
 Must be able to work independently and with strong problem-solving skills.
 </li>
 <li>
 Familiarity with SAP, Model N, Salesforce or Power BI is an added advantage.
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 Renesas is an embedded semiconductor solution provider driven by its Purpose &lsquo;
 
 To Make Our Lives Easier
 
 .&rsquo; As the industry&rsquo;s leading expert in embedded processing with unmatched quality and system-level know-how, we have evolved to provide scalable and comprehensive semiconductor solutions for automotive, industrial, infrastructure, and IoT industries based on the broadest product portfolio, including High Performance Computing, Embedded Processing, Analog &amp; Connectivity, and Power.
 
 
 With a diverse team of over 21,000 professionals in more than 30 countries, we continue to expand our boundaries to offer enhanced user experiences through digitalization and usher into a new era of innovation. We design and develop sustainable, power-efficient solutions today that help people and communities thrive tomorrow, &lsquo;
 
 To Make Our Lives Easier
 
 .&rsquo;
 
 
 
 At Renesas, You Can
 
 
 
 <ul>
 <li>
 Launch and advance your career in technical and business roles across four Product Groups and various corporate functions. You will have the opportunities to explore our hardware and software capabilities and try new things.
 </li>
 <li>
 Make a real impact by developing innovative products and solutions to meet our global customers' evolving needs and help make people&rsquo;s lives easier, safe and secure.
 </li>
 <li>
 Maximize your performance and wellbeing in our flexible and inclusive work environment. Our people-first culture and global support system, including the remote work option and Employee Resource Groups, will help you excel from the first day.
 
 
 </li>
 </ul>
 Are you ready to own your success and make your mark?
 
 
 Join Renesas. Let&rsquo;s
 
 Shape the Future
 
 together.
 
 
 Renesas Electronics is an equal opportunity and affirmative action employer, committed to supporting diversity and fostering a work environment free of discrimination on the basis of sex, race, religion, national origin, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by law. For more information, please read our Diversity &amp; Inclusion Statement.
 
 
 We have adopted a hybrid model that gives employees the ability to work remotely two days a week while ensuring that we come together as a team in the office the rest of the time. The designated in-office days are Tuesday through Thursday for innovation, collaboration and continuous learning.
</div>

Customer Service Rep

Ola Electric

<div>
 
 
 Role Overview
 
 
 
 We are looking for a
 
 hands-on, entrepreneurial Regional General Manager
 
 who can build and scale our EV 2-wheeler business in the assigned region from the ground up. This role goes beyond traditional sales management, owning revenue, expansion, operations, and customer experience.
 
 
 If you thrive in high-growth environments, enjoy building from scratch, and want to be part of India&rsquo;s EV revolution, this role is for you.
 
 
 The Regional Sales Manager is responsible for driving sales, service, and operational excellence across all
 
 
 stores in their assigned region. This role owns the
 
 P&amp;L performance
 
 , ensures superior customer experience, and builds a strong leadership pipeline to sustain long-term growth.
 
 
 
 Experience required
 
 - 12-15 Years
 
 
 
 Reports to
 
 : CBO
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 
 Store Operations &amp; Sales
 
 </li>
 <li>
 Oversee sales, service, and operational performance across all stores in the region.
 </li>
 <li>
 Ensure achievement of revenue targets and growth objectives.
 </li>
 <li>
 Drive consistent execution of sales strategies and customer engagement initiatives.
 </li>
 <li>
 
 Financial Accountability
 
 </li>
 <li>
 Own the
 
 P&amp;L of the region
 
 , ensuring profitability and cost optimization.
 </li>
 <li>
 Monitor and manage
 
 cost per store
 
 , implementing efficiency measures without compromising service quality.
 </li>
 <li>
 
 Customer Experience
 
 </li>
 <li>
 Drive
 
 Net Promoter Score (NPS)
 
 improvements across the region.
 </li>
 <li>
 Implement customer feedback mechanisms and service excellence programs.
 </li>
 <li>
 Ensure seamless resolution of escalations and service issues.
 </li>
 <li>
 
 Leadership &amp; People Development
 
 </li>
 <li>
 Build and nurture a
 
 leadership pipeline
 
 within the region.
 </li>
 <li>
 Mentor and develop store managers and high-potential talent.
 </li>
 <li>
 Foster a culture of accountability, performance, and customer-centricity.
 </li>
 </ul>
 
 
 Customer Experience &amp; After-Sales
 
 
 <ul>
 <li>
 Ensure seamless delivery and ownership experience.
 </li>
 <li>
 Build service network readiness and spare parts planning.
 </li>
 <li>
 Monitor service KPIs and customer feedback loops.
 </li>
 <li>
 Solve problems fast &mdash; startup speed is critical.
 </li>
 </ul>
 <li>
 </li>
 
 
 Team Building &amp; Leadership
 
 
 <ul>
 <li>
 Hire, lead, and inspire regional sales and operations teams.
 </li>
 <li>
 Create a performance-driven and ownership culture.
 </li>
 <li>
 Coach frontline managers to deliver consistent results.
 </li>
 </ul>
 
 
 Key Metrics
 
 
 <ul>
 <li>
 Regional
 
 P&amp;L performance
 
 </li>
 <li>
 
 Cost per store
 
 efficiency
 </li>
 <li>
 
 NPS scores
 
 and customer satisfaction levels
 </li>
 <li>
 Strength and readiness of the
 
 leadership pipeline
 
 </li>
 </ul>
 
 
 Desired Profile
 
 
 <ul>
 <li>
 Proven experience in regional or multi-store sales leadership roles.
 </li>
 <li>
 Strong financial acumen with experience managing P&amp;L.
 </li>
 <li>
 Track record of improving customer experience metrics (NPS or equivalent).
 </li>
 <li>
 Demonstrated ability to build and develop high-performing teams.
 </li>
 <li>
 Excellent communication, stakeholder management, and strategic thinking skills.
 </li>
 </ul>
</div>

Regional General Manager

ZEISS India

<div>
 
 ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports &amp; Cine Optics.
 
 
 
 
 
 ZEISS India has 3 production facilities, R&amp;D center, Global IT services and about 40 Sales &amp; Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS&rsquo; success story in India is continuing at a rapid pace.
 
 
 
 
 
 
 Purpose of this position / Position summary :
 
 
 
 Zeiss Vision Care in India is on a high growth trajectory. The Head of Customer Success, Last Mile Operations and Digitalization will play a pivotal role in driving Zeiss India&rsquo;s growth trajectory ensuring operational excellence, strong last mile execution, exceptional customer satisfaction and digital enablement across the commercial value chain. This position requires a strategic thinker with strong operational skills and a customer-centric mindset to support and scale the busi ness effectively. The incumbent will also spearhead the digital transformation of the Vision Commercial function. This role is central to enhancing visibility, optimizing performance, and rolling out digital tools that improve decision-making and sales team productivity.
 
 
 
 
 
 
 Primary duties and responsibilities :
 
 
 
 
 
 <ul>
 <li>
 
 Strategic Planning and Execution:
 
 </li>
 </ul>
 
 a. Develop and implement business strategies, plans, and procedures to support company&rsquo;s growth and objectives.
 
 
 b. Oversee operations to ensure efficiency, quality, and cost-effective management of resources.
 
 
 c. Oversee end-to-end operations including logistics, dispatch, inventory, customer service and CEF operations.
 
 
 d. Define and monitor customer experience metrics (NPS, SLA adherence, delivery performance) and implement continuous improvement programs.
 
 <ul>
 <li>
 
 Last Mile Operations &amp; Customer Experience:
 
 </li>
 </ul>
 
 a. Own last-mile operations covering delivery, installation, commissioning, service responsiveness, and on-ground issue resolution at customer locations.
 
 
 b. Design and strengthen last-mile operating models for metros, Tier 2/3 cities, and remote markets.
 
 
 c. Partner with logistics providers, service partners, and internal teams to ensure consistent service quality and turnaround times.
 
 
 d. Establish clear SLAs, escalation mechanisms, and governance frameworks for last-mile performance.
 
 
 e. Use customer feedback, service data, and root cause analysis to eliminate recurring last-mile pain points.
 
 
 f. Enable rapid support for new product launches, channel expansion, and key account servicing through robust last-mile readiness.
 
 <ul>
 <li>
 
 Customer Success Management:
 
 </li>
 </ul>
 
 a. Develop and implement customer success strategies to enhance customer satisfaction and loyalty.
 
 
 b. Lead customer service and support teams to ensure first-time-right resolution and proactive customer engagement.
 
 
 c. Lead customer service teams to ensure high satisfaction and issue resolution.
 
 
 d. Build operational capabilities to support business scale-up and new market expansion.
 
 
 e. Build a robust customer success strategy aligned with long-term business growth.
 
 <ul>
 <li>
 
 Digital Focus:
 
 </li>
 </ul>
 
 a. Identifying inefficiencies in operational processes and implementing technological changes that increase efficiency.
 
 
 b. Lead deployment and adoption of digital tools across the sales force to improve data access, performance tracking, and productivity.
 
 
 c. Champion the integration of CRM systems, sales apps, and dashboards to empower field teams with real-time data.
 
 
 d. Identify and streamline business processes to improve efficiency and reduce operational costs.
 
 
 e. Establish and monitor key performance indicators (KPIs) to track and report on operational and customer success performance.
 
 <ul>
 <li>
 
 Stakeholder Collaboration:
 
 </li>
 </ul>
 
 a. Work closely with internal and external stakeholders to ensure seamless service delivery and smooth operations.
 
 
 b. Partner with Sales, Supply Chain, Commercial Finance, Technology, and Operations leaders to ensure a seamless &ldquo;order-to-delivery-to-service&rdquo; experience.
 
 
 c. Establish strong governance frameworks for service quality, escalations, and continuous improvement.
 
 
 d. Influence senior stakeholders to align customer success priorities with business objectives.
 
 <ul>
 <li>
 
 Business Excellence and Capability Building :
 
 </li>
 </ul>
 
 a. Establish a structured approach to performance management, process optimization, and continuous improvement.
 
 
 b. Strong command of data analytics, KPI frameworks, and dashboard-based performance tracking. c. Build and mentor high-performing, customer-centric operations and service teams.
 
 
 d. Foster a culture of innovation and continuous improvement, encouraging the adoption of new technologies.
 
 
 
 
 
 
 Education requirements / Experience / Job Specifications :
 
 
 
 - Master&rsquo;s degree in business administration, Operations Management, or a related field.
 
 
 - Minimum of 12 years of experience in operations, with significant exposure to both HO and regional roles.
 
 
 - Proven track record of streamlining business processes and customer success functions.
 
 
 - Proven experience in end-to-end supply chain and last-mile operations, preferably in complex, distributed markets like India.
 
 
 - Strong understanding of end-to-end supply chain and last-mile operations.
 
 
 - Demonstrated capability in building and leading high-performing teams in operational or customer-facing domains.
 
 
 - Experience in sales operations or digital transformation roles; experience in healthcare, pharma, or FMCG a plus.
 
 
 - Proven track record in driving digital initiatives from concept to rollout.
 
 
 - Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
 
 
 - Excellent leadership and team management abilities.
 
 
 - Exceptional communication and interpersonal skills.
 
 
 - Ability to manage multiple projects and priorities in a fast-paced environment.
 
</div>

Head of Customer Success, Last Mile Operations and Digitalization(Vision Care)

General Aeronautics Pvt Ltd

<div>
 
 
 Role Overview
 
 
 
 General Aeronautics is a high-performance Agri-Drone company with 400+ drones deployed across India. As GA sharpens its focus on reliability, uptime, and disciplined growth, service excellence becomes a core competitive differentiator.We are looking for a Senior Project Manager &ndash; Service &amp; Customer Relationship who will own and scale GA&rsquo;s post-sales service operations across Pan-India.This role is not a coordination role. This is an execution and performance ownership role &mdash; responsible for uptime, turnaround time, spare management, SLA discipline, and continuous improvement of deployed fleet performance.You will operate at the intersection of Service, Product, Engineering, and Manufacturing &mdash; ensuring customer satisfaction translates into operational excellence and margin protection.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 Fleet Reliability &amp; Uptime Ownership
 
 <ul>
 <li>
 Own national fleet uptime metrics across all deployed drones.
 </li>
 <li>
 Monitor Mean Time to Repair (MTTR), incident recurrence rate, and SLA compliance.
 </li>
 <li>
 Identify systemic issues from service logs and escalate root causes to Engineering &amp; Product.
 </li>
 <li>
 Drive corrective and preventive action mechanisms (CAPA).
 </li>
 </ul>
 
 Service Operations Leadership (Pan-India)
 
 <ul>
 <li>
 Lead and manage
 
 CRM
 
 teams, regional Service Engineers, and support staff across India.
 </li>
 <li>
 Conduct daily and weekly operational reviews.
 </li>
 <li>
 Ensure ticket resolution within defined SLAs.
 </li>
 <li>
 Standardize service processes across regions.
 </li>
 </ul>
 
 Service Process Optimization &amp; SOP Discipline
 
 <ul>
 <li>
 Design, refine, and enforce SOPs for issue resolution, warranty handling, insurance claims, and field diagnostics.
 </li>
 <li>
 Ensure Engineering Change Management (ECM) updates are tracked and implemented across fleet.
 </li>
 <li>
 Build structured service playbooks and escalation matrices.
 </li>
 </ul>
 
 Inventory &amp; Spare Parts Governance
 
 <ul>
 <li>
 Oversee spare part planning, allocation, and utilization across hubs and service centers.
 </li>
 <li>
 Optimize inventory turns while ensuring minimal downtime.
 </li>
 <li>
 Build predictive spare forecasting models based on failure patterns.
 </li>
 <li>
 Reduce working capital lock-in via structured spare governance.
 </li>
 </ul>
 
 Data, Dashboards &amp;
 
 AI
 
 -Driven Monitoring
 
 <ul>
 <li>
 Use centralized dashboards tracking ticket trends, failure clustering, MTTR, and region-wise performance.
 </li>
 <li>
 Use telemetry and log data for predictive maintenance.
 </li>
 <li>
 Use
 
 AI
 
 -based issue clustering and trend detection.
 </li>
 <li>
 Present structured monthly reliability reports to leadership.
 </li>
 </ul>
 
 Cross-Functional Coordination
 
 <ul>
 <li>
 Collaborate with Product, Engineering, Manufacturing, and BU Heads to resolve recurring issues.
 </li>
 <li>
 Drive closed-loop feedback system from field to engineering.
 </li>
 </ul>
 
 Customer Experience &amp; Retention Support
 
 <ul>
 <li>
 Ensure high customer satisfaction and service responsiveness.
 </li>
 <li>
 Monitor complaint frequency and escalation rate.
 </li>
 <li>
 Support customer onboarding and service readiness programs.
 </li>
 <li>
 Contribute to retention and repeat order growth through service excellence.
 </li>
 </ul>
 
 
 
 
 
 Key KPIs
 
 
 <ul>
 <li>
 Fleet Uptime %
 </li>
 <li>
 MTTR (Mean Time to Repair)
 </li>
 <li>
 
 SLA
 
 Compliance %
 </li>
 <li>
 Repeat Issue Rate
 </li>
 <li>
 Spare Inventory Turnover
 </li>
 <li>
 Ticket Resolution Time
 </li>
 <li>
 Customer Satisfaction Score (NPS / Complaint Rate)
 </li>
 <li>
 ECM Compliance %
 </li>
 <li>
 Warranty Claim Cycle Time
 </li>
 </ul>
 
 
 
 
 
 Required Skills &amp; Qualifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Engineering / Technology (Mechanical, Electronics, Aerospace preferred); MBA is a plus.
 </li>
 <li>
 5+ years of experience in Service Operations, Customer Relationship Management, Technical Field Support, Hardware Project Management, or Drone/Robotics/IoT domains.
 </li>
 <li>
 Experience managing Pan-India distributed service teams.
 </li>
 <li>
 Strong understanding of
 
 SLA
 
 frameworks, ticketing &amp;
 
 CRM
 
 systems, spare inventory management, and hardware lifecycle management.
 </li>
 <li>
 Strong analytical and operational execution skills.
 </li>
 <li>
 Proven ability to drive cross-functional resolution.
 </li>
 </ul>
 
 
 
 
 
 Preferred Experience
 
 
 <ul>
 <li>
 Exposure to drone technology and UAV operations.
 </li>
 <li>
 Experience with aviation compliance or ECM processes.
 </li>
 <li>
 Familiarity with telemetry analytics and log-based debugging.
 </li>
 <li>
 Experience implementing service dashboards or BI tools.
 </li>
 <li>
 Comfort using
 
 AI
 
 tools to automate reporting and operational analysis.
 </li>
 </ul>
 
 
 
 
 
 Key Attributes
 
 
 <ul>
 <li>
 High ownership mindset &ndash; treats uptime as personal KPI.
 </li>
 <li>
 Process-driven and disciplined.
 </li>
 <li>
 Strong bias toward execution.
 </li>
 <li>
 Field-oriented and hands-on.
 </li>
 <li>
 Data-driven decision maker.
 </li>
 <li>
 Calm under operational pressure.
 </li>
 <li>
 Comfortable working in high-growth startup environment.
 </li>
 </ul>
 
 
 
 
 
 What Success Looks Like
 
 
 <ul>
 <li>
 Fleet uptime consistently above target.
 </li>
 <li>
 Reduced service turnaround time quarter-on-quarter.
 </li>
 <li>
 Lower recurrence of technical failures.
 </li>
 <li>
 Structured service dashboards with actionable insights.
 </li>
 <li>
 Improved spare efficiency and reduced working capital strain.
 </li>
 <li>
 Strong alignment between service and engineering.
 </li>
 <li>
 Service excellence becoming a competitive advantage for GA.
 </li>
 </ul>
 
 
</div>

Project Manager – Service & Customer Relationship

Fortanix

<div>
 Fortanix is a dynamic start-up solving some of the world's most demanding data protection challenges for companies and governments around the world. Our disruptive technology maintains data privacy across its entire lifecycle -- at rest, in motion, and in use across any enterprise IT infrastructure -- public cloud, on-premises, hybrid cloud, and SaaS.
 
 
 This position requires a mixture of excellent project management, problem solving and customer service skills. The ideal candidate will be comfortable interacting with customers at all levels, working with Fortanix engineering, sales and finance teams and driving internal process improvements.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Provide customer service, customer setup, and onboarding
 </li>
 <li>
 Handle customer service tickets to ensure requests are recorded, tracked, and resolved in a timely manner
 </li>
 <li>
 Review purchase order and quote, responsible for order fulfillment and RMA process, execute international and domestic shipping
 </li>
 <li>
 Provision SaaS account
 </li>
 <li>
 Create documentation to standardize processes
 </li>
 <li>
 Build a positive customer experience by working closely with Sales, Marketing, Product Development and Customer Success
 </li>
 <li>
 Provide on-call after-hours support on an as-needed basis
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 You are someone who:
 
 
 <ul>
 <li>
 Pays attention to detail
 </li>
 <li>
 Is extremely responsive and able to get back to customers in minutes in most cases
 </li>
 <li>
 Can work independently, while also being an effective member of a team
 </li>
 <li>
 Knows how to collect, create, and track support tickets
 </li>
 <li>
 Keeps a track of new requests coming from customers
 </li>
 <li>
 Stay current with the latest tools and methodologies
 
 
 </li>
 </ul>
 You have:
 
 
 <ul>
 <li>
 Hands-on 5+ years of recent Customer Service experience preferable in hi-tech
 </li>
 <li>
 BS in Engineer, Finance or equivalent
 </li>
 <li>
 Knowledge of Incoterms, logistic experience including international shipping
 </li>
 <li>
 Nice to have order fulfillment and RMA experience
 </li>
 <li>
 Proficient in Excel with basic Skills, manipulate, analyze, and visualize data through formulas, PivotTables
 </li>
 <li>
 Excellent English language communication skills, both verbal and written
 </li>
 <li>
 Highly organized with an acute attention for details
 </li>
 <li>
 Ability to work in a highly fast paced, rapid growth environment
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Top range of market compensation
 </li>
 <li>
 A friendly culture that brings the best out of everybody
 </li>
 <li>
 Mediclaim Insurance - Employees and their eligible dependents including dental coverage
 </li>
 <li>
 Personal Accident Insurance
 </li>
 <li>
 Internet Reimbursement
 </li>
 </ul>
</div>

Customer Service - Order Fulfillment

Tata Consultancy Services

<div>
 
 The Service Delivery Manager is responsible for leading and managing end-to-end IT service delivery operations, with a strong focus on ITIL-aligned processes and End User Computing (EUC) services. The role ensures high-quality, efficient, and customer-centric IT services while driving continuous improvement, compliance, and operational excellence across distributed teams and complex environments.
 
 
 
 
 
 
 Key Responsibilitie
 
 s
 
 
 
 1. Service Delivery &amp; Operations Management
 
 
 
 &middot; Own overall delivery of IT services across End User Computing landscape (Windows/Mac endpoints, mobility, collaboration tools, application packaging, patching, device lifecycle).
 
 
 &middot; Ensure adherence to ITIL best practices across Incident, Problem, Change, Asset, and Knowledge Management.
 
 
 &middot; Maintain service quality through monitoring SLAs, OLAs, KPIs, and customer satisfaction metrics.
 
 
 &middot; Ensure smooth execution of BAU operations and major operational events (releases, upgrades, transitions, migrations).
 
 
 &middot; Lead escalations and ensure timely closure with RCA and preventive action plans.
 
 
 
 2. Stakeholder &amp; Customer Management
 
 
 
 &middot; Serve as the single point of contact (SPOC) for senior business stakeholders, technology partners, and internal leadership.
 
 
 &middot; Facilitate governance meetings, service reviews, and executive-level reporting.
 
 
 &middot; Understand business needs and translate them into operational priorities and service improvements.
 
 
 
 3. Team Leadership &amp; Performance Management
 
 
 
 &middot; Manage and mentor cross-functional teams, including service desk, deskside support, EUC engineers, L2/L3 operations, and vendor teams.
 
 
 &middot; Drive talent development, succession planning, and team capability uplift.
 
 
 &middot; Enforce high performance, quality, and service culture across global teams.
 
 
 
 4. End User Computing Expertise
 
 
 
 &middot; Oversee endpoint management platforms like MECM/SCCM, Intune, Autopilot, JAMF, MDM solutions.
 
 
 &middot; Guide teams on imaging, application packaging, patching, OS deployment, device security baselines, and device lifecycle refresh.
 
 
 &middot; Ensure adherence to compliance, cybersecurity, and enterprise architecture standards.
 
 
 
 5. ITIL Governance &amp; Process Excellence
 
 
 
 &middot; Implement and enhance ITIL processes driving operational consistency.
 
 
 &middot; Drive continual service improvement (CSI) through analytics, automation, and proactive problem management.
 
 
 &middot; Support audits, compliance checks, and risk assessments.
 
 
 
 6. Project &amp; Transition Management
 
 
 
 &middot; Lead service transitions, onboarding new services, technology rollouts, and EUC modernization initiatives.
 
 
 &middot; Work closely with PMO and architects on planning, readiness, and execution.
 
 
 &middot; Ensure documentation (SOPs, runbooks, SLAs) is complete and kept current.
 
 
 
 
 
 
 Required Skills &amp; Competencies
 
 
 
 
 Technical Skills
 
 
 
 &middot; Deep hands-on understanding of EUC technologies:
 
 
 o Microsoft Endpoint Manager (SCCM/MECM, Intune, Autopilot)
 
 
 o Windows 10/11, macOS, M365, Active Directory, Group Policies
 
 
 o VDI technologies (Citrix/VMware) &ndash; preferred
 
 
 o MDM/MAM solutions, Collaboration tools (Teams, Outlook, SharePoint)
 
 
 &middot; Strong knowledge of ITIL framework, service operations, and governance.
 
 
 &middot; Experience with CMDB, ITSM tools (ServiceNow preferred).
 
 
 
 Leadership &amp; Behavioral Skills
 
 
 
 &middot; Strong communication (written &amp; verbal), negotiation, and customer-facing skills.
 
 
 &middot; Ability to manage diverse global teams and vendors.
 
 
 &middot; Strategic thinker with an analytical and problem-solving mindset.
 
 
 &middot; High attention to detail, accountability, and ownership.
 
 
 &middot; Ability to operate under pressure and manage large-scale environments.
 
 
 
 
 
 
 Experience Requirements
 
 
 
 &middot; 15+ years of overall IT experience, with a minimum of 8+ years in Service Delivery Management roles.
 
 
 &middot; Proven leadership in large, complex enterprise IT environments.
 
 
 &middot; Demonstrated expertise in End User Computing delivery and operational excellence.
 
 
 &middot; Experience handling global stakeholders and distributed support teams.
 
 
 &middot; Prior experience managing ITIL-based service operations and transformation programs.
 
 
 
 
 
 
 Education &amp; Certifications
 
 
 
 &middot; Bachelor&rsquo;s degree in Computer Science, IT, Engineering, or equivalent.
 
 
 &middot; ITIL v3/v4 Foundation Certification (mandatory).
 
 
 &middot; ITIL Intermediate/Expert level certifications (preferred).
 
 
 &middot; Relevant technology certifications (Microsoft, ITSM, EUC tools) are an added advantage.
 
 
 
 
 
 
 Soft Skills
 
 
 
 &middot; Customer-centric approach
 
 
 &middot; Strong ownership and accountability
 
 
 &middot; Team player and strong collaborator
 
 
 &middot; Continuous improvement mindset
 
 
 &middot; Proactive and self-driven
 
</div>

Service Delivery Manager-IT Infra (EUC)

faff

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 About us
 
 
 
 Founded by IIT Bombay and IIT Delhi graduates, backed by Nexus Venture Partners, faff is an early-stage consumer-tech company based out of HSR, Bangalore. We are building an affordable human + AI personal assistant service that helps busy working professionals save time and mental space by delegating everyday chores.
 
 
 Our service is powered by a high-performing operations team that executes hundreds of different real-world tasks daily, from doctor appointments to home services to complex coordination problems. As we scale, we&rsquo;re building an operations team that needs to be trained on SOPs and systems.
 
 
 
 
 
 
 Role Description
 
 
 
 This position is responsible for driving learning and development of new hire talent, on-the-job learning as well as conducting refreshers for the tenured audience. at faff, our operations team are the backbone of the company. As a training &amp; quality manager, you will be responsible for ensuring that every operations team member is trained to deliver excellent customer service and execute tasks efficiently, accurately, and empathetically.
 
 
 This is a hands-on role where you will design training programs, document evolving processes, train new joiners, assess performance, and coach team members to continuously improve. You will work closely with the operations managers and the founding team to translate fast-changing processes into clear SOPs and practical training modules. As a role-model and expert on products and processes, you will partner with multiple teams within the organisation to deliver the best-in-class training suite for faff.
 
 
 If you enjoy teaching, building structure in high-speed environments, and helping people grow, this role will give you direct ownership and visible impact.
 
 
 
 
 
 
 Qualifications
 
 
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 3&ndash;6 years of work experience
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 Prior experience in training, quality, people management, operations, or customer service
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 Strong understanding of what good customer service looks like in practice
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 Ability to explain complex processes clearly and patiently
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 Comfortable creating documentation, SOPs, and structured learning material
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 High ownership &mdash; able to work independently in a fast-changing environment
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 Strong communication skills (verbal and written)
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 Nice to have
 
 
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 Experience in service operations, hospitality, call centre quality, or EA teams
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 Experience training fresh graduates or entry-level hires
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 Exposure to quality audits or performance tracking
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Training And Quality Manager

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