Service Delivery Manager

The HVAC Service Delivery Manager will be responsible for managing the complete delivery of HVAC service operations, including AMC, preventive maintenance, breakdown maintenance, troubleshooting, commissioning support, customer coordination, manpower deployment, and service quality.

The role requires strong technical knowledge of VRF/VRV, Chiller, AHU, FCU, Package AC, Central Air Conditioning and associated HVAC systems, along with the ability to manage technicians, subcontractors, customers, and service schedules.

Key Responsibilities:

• Service OperationsManage day-to-day HVAC service operations and ensure timely completion of service calls.
• Plan and monitor preventive and corrective maintenance activities.
• Allocate technicians and service teams based on priority and technical requirements.
• Ensure breakdown complaints are attended within agreed response and resolution timelines.
• Monitor AMC service schedules and ensure all planned visits are completed on time.
• Coordinate emergency breakdown and critical HVAC service requirements.

Technical Management

• Provide technical guidance to service engineers and technicians.
• Troubleshoot HVAC equipment and support teams in resolving complex technical issues.
• Handle VRF/VRV, Chillers, AHUs, FCUs, Pumps, Cooling Towers, Package Units and Central HVAC systems.
• Review equipment performance and identify recurring failures.
• Recommend corrective actions, component replacement and energy/performance improvements.
• Support commissioning, testing and handover activities where required.

Customer Management

• Act as the primary service escalation point for key customers.
• Maintain strong relationships with facility managers, maintenance heads, hospital/hotel engineering teams and commercial customers.
• Conduct regular customer review meetings.
• Understand customer complaints and ensure timely resolution.
• Prepare and submit service reports, maintenance reports and recommendations.
• Identify opportunities for AMC renewal, retrofit, replacement and additional service work.

Team Management

• Manage HVAC service engineers, technicians and subcontractors.
• Prepare manpower deployment and service schedules.
• Monitor technician productivity and attendance.
• Conduct technical training and toolbox meetings.
• Ensure technicians follow safety procedures and company service standards.
• Evaluate team performance and provide regular feedback.
• Maintain service schedules, breakdown records and AMC trackers.
• Monitor pending complaints and ensure closure within defined timelines.
• Review daily/weekly/monthly service reports.
• Ensure proper documentation of equipment history and maintenance activities.
• Maintain records of spare parts, replaced components and equipment condition.
• Prepare monthly service performance reports for management.

Commercial & Cost Control

• Monitor service delivery costs and manpower utilization.
• Coordinate with the commercial team for service quotations and additional works.
• Review material and spare-part requirements before deployment.
• Minimize repeat breakdowns and unnecessary service costs.
• Support AMC renewal and service business development.
• Identify opportunities for increasing service revenue from existing customers.
• 7. Safety & QualityEnsure all HVAC work is carried out according to company safety procedures.
• Ensure technicians use appropriate PPE and tools.
• Monitor quality of maintenance and repair work.
• Ensure proper handling of refrigerants, electrical systems and rotating equipment.
• Conduct site inspections and quality audits where required.
• Key Performance Indicators (KPIs)AMC renewal percentage
• Preventive maintenance completion percentage
• Breakdown response time
• Breakdown resolution time
• Repeat complaint percentage
• Customer satisfaction
• Technician productivity
• Service revenue
• Service gross margin
• Pending complaint ageing
• Spare-parts consumption
• Service report submission and closure rate
• Required Qualifications Diploma / B.Tech / BE in Mechanical, Electrical or Refrigeration & Air Conditioning Engineering.
• 2–5 years of relevant HVAC service experience.
• Strong practical knowledge of commercial and industrial HVAC systems.
• Experience managing technicians and service operations.
• Experience with AMC and breakdown maintenance contracts is preferred.
• Required Technical SkillsVRF / VRV systems
• Chillers – Air-Cooled & Water-Cooled
• AHU / FCU
• Package & Split AC systems
• Pumps and cooling towers
• Refrigeration systems
• HVAC controls and basic BMS knowledge
• Electrical troubleshooting
• HVAC preventive maintenance
• HVAC commissioning and troubleshooting
• Reading HVAC drawings and schematics
• Soft SkillsStrong customer-handling ability
• Leadership and team-management skills
• Problem-solving ability
• Good communication skills
• Planning and coordination
• Commercial awareness
• Ability to work under pressure
• Strong reporting and documentation skills

Preferred ExperienceExperience with Daikin, Mitsubishi Electric, Carrier, Trane, Blue Star, Voltas, Hitachi or similar HVAC systems will be an advantage.

Experience in hospitals, hotels, commercial buildings, manufacturing facilities, pharma/cleanrooms and industrial HVAC installations will be preferred.