Manager, Service Delievery

Overview

This role oversees the service department functions. Training, mentoring, and managing performance for all service technicians.

• Client management:
  Maintain and develop client relationships, act as the primary point of contact for and respond to concerns, and ensure overall satisfaction throughout the service lifecycle.
• Project and resource management:
  Oversee project planning, execution, and delivery to ensure benchmarks are met on time and within budget. This includes coordinating resources across different teams.
• Process improvement:
  Analyze customer feedback, identify areas for improvement, and implement changes to enhance service delivery efficiency and quality.
• Team leadership:
  Lead and develop service delivery staff, manage conflicts, and motivate teams to achieve objectives.
• Quality assurance:
  Establish and enforce quality assurance processes to ensure services exceed required standards, including proper testing and compliance with relevant regulations.
• Regularly audit active work orders for accuracy and efficiency
• Assist in fleet management
• Escalate customer disputes when pertinent
• Cross department functionality and support, in efforts to close work orders quickly
• Conducts interviews and employment offers for service technician candidates
• Administers disciplinary procedures
• Participates in meetings with customers as required
• Ensures workload is balanced, with KPIS and measurables applied accordingly.
• Addresses areas of concern immediately
• Oversees training of new employees in the department
• Creates and maintains training materials for department
• Additional duties apply

• Leadership:
  Ability to inspire and motivate teams.
• Communication:
  Strong verbal and written communication skills for interacting with clients and internal stakeholders.
• Customer service:
  Excellent skills in managing client relationships and resolving issues.
• Project management:
  Proficiency in planning, executing, and monitoring projects.
• Technical aptitude:
  Knowledge of relevant software, IT procedures, and technical aspects of the service.
• Analytical skills:
  Ability to proactively analyze data, assess feedback, and make informed decisions about processes and solutions.
• Organizational skills:
  Strong ability to stay organized and meet deadlines. Detail oriented
• Highly performance driven and customer focused
• Ability to work independently
• Ability to work with a large range of personality types and skill sets
• Provides constructive feedback and managing performance