The Service Delivery Manager is responsible for the day-to-day management of people, customer requests, and systems to ensure KPI's and Service Levels are met.
This includes planned/unplanned technician scheduling & dispatching management, customer service requests coordination (from initiation to completion), parts management, prompt billings, and ensuring the accounts receivables are managed in a timely manner.
The SDM impacts segment income with appropriate use of labor resources, managing maintenance contracts, and ad-hoc job margins.
How you will do it:
Lead and coordinate with the assigned teams of engineers/technicians in the daily operations scheduling ensuring resources are optimized.
Must obtain a complete understanding of all customers' contractual agreements to drive the fulfillment of requests and services within the SLA and to facilitate accurate financial forecasting.
Manage and communicate with key personnel on daily operational support.
Engage with customers and/or vendors to ensure smooth delivery of services.
Manage all escalations and complaints with appropriate priority and diligence.
Assess situations, issues and opportunities and escalate when appropriate.
Work closely with the contractual salesperson to ensure timely renewal of contracts.
Identify operational gaps and drive to ensure closure, both internally and externally.
Ensure planned activities are executed within the allocated budget.
Ensure the availability of parts to facilitate the scheduling and execution in a timely manner.
Prepare and present the financial forecasting and resources capacity planning for assigned teams and discuss critical account information pertinent to current profitability status in weekly cadence sessions.
Coordinate with colleagues to ensure best practice and continuous improvement in the service delivery to the organization.
Responsible for timely deliveries and tracking.
Any other ad-hoc duties as required.
What we look for:
Degree preferred with industry experience managing service operations and/or service scheduling.
Proficient in English with excellent oral and written communication skills.
Leads by example and is a role model.
Ability to influence and guide individuals and groups towards achieving their goals.
Excellent attention to detail.
Excellent time management, decision making, prioritization, and organization skills.
Strong people management, profit and loss management skills.
Good grasp of financial concepts and procurement processes.
Effective command of MS Office software including Outlook, Word, and Excel.
Capable of working efficiently in a fast-paced environment and under pressure.
Ability to work independently and possess good team spirit.#J-18808-Ljbffr