Service Delivery Manager

Role & responsibilities:

Ownership & Visibility

• Take complete ownership of all open and closed cases for the assigned account portfolio only.
• Build and maintain a single, unified case view per account in Zoho pulling together support tickets (Zoho Desk), PO-pending opportunities (Zoho Deals), and post-PO delivery tasks (Zoho Projects). Note: this consolidated tracking doesn't exist today establishing it is a first-30-days priority, not an assumption.
• For every case, maintain a clear status, owner, next action, and target date at all times.

Driving PO-Pending Cases

• Proactively follow up with the customer's IT/procurement contacts and AVedge sales to unblock stalled deals and convert them to a firm PO.
• Flag aging PO-pending cases before they go cold; own the follow-up cadence.

Driving PO-in-Hand Cases (Delivery)

• Once a PO is received, own the internal handoff chain end-to-end and don't let it stall at any single desk:

• Procurement confirm order loading against the PO.

• Accounts confirm billing/invoicing is initiated in step with order loading.

• Logistics — track and confirm delivery timelines for ordered hardware/material.

• Implementation team — hand off and confirm implementation kickoff once material is delivered.

• Track this chain as one continuous case per PO, not four disconnected handoffs — the customer should never have to ask which stage they're at.

• Directly instruct Technical/NOC leads to reprioritize resources on urgent or aging cases — this role carries that standing authority, not just an escalation path.

• Escalate to Priyal only when a cross-team conflict can't be resolved directly.

Decisions & Escalation

• Take timely, independent decisions on case prioritization and customer commitments within defined limits, without waiting for approval on routine calls.
• Identify recurring/systemic issues (not just one-off tickets) and drive root-cause fixes with technical teams.
• Conduct periodic service reviews with customer stakeholders on open-item status, timelines, and blockers.

Reporting

• Maintain a weekly/monthly account-health view for Priyal covering: case closure TAT, PO conversion rate & time-to-PO, open-case backlog trend, and customer feedback/CSAT.
• Proactively flag at-risk accounts before they become escalations.

Explicitly Out of Scope

• Renewals, AMC tracking, upselling, cross-selling, new business development — these remain with Account Managers/Sales.

How Success Is Measured

• Case/ticket closure TAT (average and worst-case, per account)
• PO conversion rate and average time-to-PO for pending deals
• Order-to-delivery cycle time (PO received implementation kickoff), tracked per stage (procurement / accounts / logistics)
• Open-case backlog size, trending down over time
• Customer satisfaction / feedback captured at closure and in service reviews

Preferred candidate profile:

• 3–4 years in Service Delivery, Managed Services, or IT Infrastructure support/coordination.
• Working knowledge of Zoho (Desk/CRM/Projects) or equivalent case-tracking tools — strongly preferred given this role runs entirely on Zoho.
• Comfortable coordinating across multiple internal functions (procurement, accounts, logistics, implementation) as well as the customer's IT team.
• Strong bias for independent decision-making and follow-through — this is not a ticket-logging role, it's an ownership role.
• Understanding of IT infrastructure/networking/security fundamentals sufficient to hold a real conversation with technical teams (not necessarily hands-on technical skill).
• Excellent written and verbal communication, and comfort with direct escalation.