Service Delivery Manager

Service Delivery Manager Traffic Enforcement Uniting whats next in traffic. At Yunex Traffic, we launch cities into the future with forward-looking infrastructure and transport solutions, making mobility safer, more efficient and more sustainable for all. Our Commitment:
At Yunex Traffic, the uniqueness of our people is our strength. Our people are at the heart of what we do and every voice, perspective and contribution is valued. The future of mobility needs people who think down different tracks and we empower our people to transform cities all over the world. Join us and make a difference too. If we all thought the same, we would never think of anything new.

Thats why we recruit great minds from all walks of life. We embrace diversity and create whats right for the world by employing the people who live in it. At Yunex Traffic, we recognise that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants to encourage agile working and innovation.

Growing traffic volumes, increasing pressure on road networks and the need for smarter, more efficient enforcement solutions are shaping the mobility world for the next generation. We are at the forefront of developing practical answers to these challenges. Join us as a Service Delivery Manager and make it your job to help bring these solutions to life for our customers.

With the continued deployment of Traffic Enforcement Solutions and the wider rollout of Moving Traffic powers across the country, we have an exciting opportunity for an experienced Account Manager. Working closely with customers and internal delivery teams, this role has overall responsibility for ensuring our Enforcement Service contracts are delivered in line with customer expectations, contractual commitments and financial budgets.

You will coordinate service delivery across Projects, Operational Support and Solutions Engineering, ensuring key operational functions work collaboratively to achieve customer outcomes and business objectives. You will serve as a primary point of contact for our customers, with responsibility for contract performance, representing the voice of the customer and identifying future business opportunities. The role requires the definition of long-term strategic goals and targets, effective resource management, coordination of internal functions, and the ability to build strong customer and industry partner relationships.

Our customers are at the heart of everything we do so client relationship management and an ability to communicate at all levels is essential to this role. You will also take ownership of demonstrating our service excellence through achieving, exceeding, and reporting on our contractual Service Level Agreements to both external customers and internal stakeholders. Building strong relationships with internal departments will be critical to achieving the anticipated growth.

In particular, you will work closely with the Enforcement Services Team to ensure processes and procedures are effective, Sales and Tendering to support new contracts and customer onboarding, Procurement to ensure a fit-for-purpose supply chain, and Finance to deliver and report financial performance across the portfolio. Ideally, you will have enforcement experience and/or significant service experience in a related industry such as highways, parking or traffic management.

Responsibilities:
Assist the service delivery teams leadership by influencing and establishing clear objectives aligned with contract requirements. Ensure service levels are met and foster a culture of continuous improvement. Work with Account management team and Business Analyst to produce performance monitoring reports, interpret statistics and to act as appropriate to facilitate continual improvement. Responsible for contract financial performance and through effective cost control, identity areas for improvement and actively drive the teams for increased productivity and overall effectiveness.

Implement thorough contract service reviews to facilitate close communication with customers. These reviews allow for feedback on current performance levels, solution effectiveness, and potential sales opportunities. Develop customer relationships and strategies to deliver contract extensions and retentions being the voice of the customer internally to ensure business success. Develop new and enhanced service offerings with existing customers to support business growth aspirations.

Utilize the Net Promotor Score as a means evaluate performance and identify opportunities to improve the customer experience. Support future tendering activities on future contracts from a service delivery perspective. Support new contract service mobilisations, ensuring the Enforcement service model is fully implemented and ensure contractual service…