What you will do:

As Senior Service Delivery Manager, you will be a people manager and managing the outlook submission and billing forecast. You will be responsible for the day-to-day operations, 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 timely manner. The Service Delivery Manager impacts segment income with appropriate use of labor resources, managing maintenance contract and ad-hoc job margins

How you will do it:

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 fulfilment of requests and services within the SLA and to facilitate accurate financial forecasting

Manage and communicate with key personnel on daily operational support

Engaging the customers and/ or vendors to ensure smooth delivery of services

Manages all escalations and complaints with appropriate priority and diligence

To assess situations, issues and opportunities and escalate when appropriate

Work closely with the contractual sales person to ensure timely renewal of contract

Identify operational gaps and drive to ensure closure, both internally and externally

Ensure planned activities are executed within the allocated budget

Ensures the availability of parts to facilitate the scheduling and execution in timely manner

Prepare and present the financial forecasting and resources capacity planning for assigned teams and discussing critical account information pertinent to current profitability status in weekly cadence sessions

Co-ordinate 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

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