Service Delivery Leader

Manager - Service Strategy

Responsibilities & Key Deliverables

• Functional areas covered: After Sales and Service Processes
• Responsible for driving service excellence by working closely with the field work force to drive customer centric changes and processes.
• Expert in functional analysis and documentation of requirements including logics, designs, visualisations etc. with the functional teams
• Enabling achievement of business objectives through effective management of the After Sales and Service Digitization platform.
• Driving operational excellence for the platform while ensuring highest quality standards.
• Defining the vision for the platform and building the operational roadmap to achieve the vision.
• Understanding & representing dealer needs while demonstrating subject matter expertise in dealer After Sales operations.
• Driving adoption & effective usage of the platform amongst various user groups.
• Ensuring adherence to regulatory & compliance requirements.
• Driving sprint planning & requirement grooming with the dealer team
• Involvement in testing & validating acceptance criteria and signing off for deployment
• Building & implementing go to market strategy for new processes / platforms
• Supporting user trainings & workshops in event of major changes
• Working on advanced analytics and AI-driven use cases

Preferred Industries

Automotive Industry

Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Mechanical Engg.; Bachelor of Engineering in Production Engg.; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile

General Experience

3-7 Years in Automobile Industry

Critical Experience

Experience as both a Field Service professional and a Head Office Service professional (covering service strategy, customer experience, and service digitization) is preferred.

System Generated Core Skills

Consumer FocusManpower ManagementDealer Relationship ManagementDesigning Customer ExperienceFinancial ManagementIdentifying Customer NeedsMarket IntelligenceProduct Knowledge & ApplicationProject ManagementRelationship ManagementService ManagementService PlanningWarranty ManagementMarket AcumenCapability BuildingService Quality

System Generated Secondary Skills

Experience Level

Mid Level