Service Delivery Manager

Service Delivery Manager

The Service Delivery Manager is responsible for the day-to-day operations, customer requests and systems to ensure KPIs 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 Service Delivery Manager impacts segment income with appropriate use of labor resources, managing maintenance contract and ad-hoc job margins.

Responsibilities include:

• Coordinating with the assigned teams of engineers/technicians in the daily operations scheduling ensuring resources are optimized
• Obtaining 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
• Managing and communicating with key personnel on daily operational support
• Engaging the customers and/or vendors to ensure smooth delivery of services
• Managing all escalations and complaints with appropriate priority and diligence
• Assessing situations, issues and opportunities and escalating when appropriate
• Working closely with the contractual sales person to ensure timely renewal of contract
• Identifying operational gaps and driving to ensure closure, both internally and externally
• Ensuring planned activities are executed within the allocated budget
• Ensuring the availability of parts to facilitate the scheduling and execution in a timely manner
• Preparing and presenting the financial forecasting and resources capacity planning for assigned teams and discussing critical account information pertinent to current profitability status in weekly cadence sessions
• Coordinating 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

We look for:

• Degree preferred with industry experience managing service operations and/or service scheduling
• Leads by example and is a role model. Ability to influence and guide individual 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 process
• Effective command in MS Office software including Outlook, Word and Excel
• Capable of working efficiently in a fast pace environment and under pressure
• Ability to work independently and possess good team spirit

What we offer:

• Competitive salary
• Paid vacation/holidays/sick time
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy