Service Delivery Manager

Service Delivery Manager (18 months maternity cover)

We are currently looking for a Service Delivery Manager to help streamline service processes to ensure that the Service Support Teams have the tools they need to succeed to provide customers with a first class experience.

• Work collaboratively with different departments to ensure that efforts to maintain customer satisfaction are consistent.
• Management of the Service Co-ordinator Teams across HSL to ensure the systems are continually kept up to date
• Management of new Service Parts Controller, development of KPI's & analysis of data to ensure cost savings.
• Manage the Parts budget
• Support with stock management across HSL, ensure proper controls/procedures are in place, all counts happen & usage is tracked.
• Optimise customer feedback procedures and leverage key success metrics to drive customer satisfaction & operational success.
• Continuous improvement of all Customer Service systems and processes across HSL.
• Integration of MDI service business into HSL processes and procedures and management of the MDI service controllers.
• Analysis of Service data and preparation of reports.
• Manage the parts budget for stock and breakdowns.
• Manage the preparation of service agreements to ensure customer service and departmental success.
• Liaise with service manager to ensure management of allocation of jobs to ensure optimal utilisation of engineers.
• Establish performance standards, measures & KPI's & monitor and analyse on a monthly basis.
• Control of warranty claims & liaise with suppliers to control costs and ensure budget is achieved. Ensure returns are completed correctly
• Management of service budget.
• Completion of annual survey & all adhoc surveys.
• Ensure all training and calibration records are kept up to date.
• Maintain records to ensure Company compliance including ISO standards.
• When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
• Promote a customer-centric business approach.

The Ideal Candidate:

• 3 years management experience including performance reviews, training, etc.
• A proven continual improvement mindset and high levels of customer focus.
• Strong experience of working & improving systems.
• Experience of analysis of data and production of reports.
• Experience of delivering cost savings through analysis of data and continual improvements.
• Experience of working with internal and external partners to drive service excellence.
• A strong focus on outstanding service and ideally prior experience of driving significant improvements in service delivery.
• Ability to drive change and process improvement
attention to detail & communication skills
• Adaptable to change in an evolving environment
• Ability to adopt a hands-on approach as well as lead others

• Mid-Senior level

• Full-time

• Project Management and Information Technology
• Industries:
  Medical Device