Service Delivery Manager required urgently: APPLY HERE

Midrand, Gauteng
Full-time, Contract

Job Description

A Service Delivery Manager’s role focuses on keeping clients satisfied with contracted services through managing daily requests for service and projects, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to Clients.

Management of Job Responsibilities:

 Understand and execute company strategies and resolutions as defined by the Head of Service Management and as approved by the board of directors.
 Consult, advise, support and respect the Head of Service Management as the leader in charge of the APP service strategy, objectives and goals.
 Understand, support, co-operate and respect APP Executives / Managers in their respective objectives and goals.
 Reward and recognize good performance and ensure that mediocre and bad performance is communicated with appropriate actions to remedy the situation.
 Ensure company objectives regarding skills development, BEE and employment equity are met.
 Ensure employee compliance to all company policies, especially with regards to leave, claims, petrol cards, and company asset usage.
 Ensure employees are aware and adhere to APP safety and security policies.
 Undertake and execute ad-hock projects as required and assigned by the Head of Service Management.
 Measurement of SDM’s performance is dependent on:
– Meeting the below objectives to the satisfaction of the Head of Service Management.
– Adherence to respective client Service Level Agreements (SLAs).
– Attainment of the required Customer Satisfaction in relation to Client SLAs.
– Achievement of APP specific performance/ growth in relation to the set Client account(s).
– You may be held personally liable for any penalties paid to Customer or 3rd Parties (incl. OEMs) who are under your responsibility, should it be proven that these were due to negligence.

Job Purpose:

It is the SDMs responsibility to:

 Ensure that service delivery runs efficiently, and that it meets the highest standards of service delivery, and that Client expectations are met, including those of related business partners.
 Ensure he / she is familiar with agreed Client / Business Partner contractual obligations.
 Ensure that Client SLAs are understood.
 Ensure that SLAs are met, and to avoid any Service delivery related penalties.
 Ensure close cooperation with the APP Sales Department in identifying and closing business opportunities.
 Ensure profitability of all contract under his/her management.
 Have close cooperation with the APP Leadership, and ensure that all services systems (e.g. Service Desk) are working correctly at all times, and offer advice for changes that could make service delivery more effective.
 Have a close cooperation with the Head of Operations for all services administration.
 Give regular update to APP Head of Services on all out-of-line situations and remedial actions.
 Attend all Client meetings on behalf of APP.

Main Duties:

2.1. Services
 As SDM, you will head up the APP Service Delivery for the relevant customer, ensuring that customer satisfaction is kept at the highest level at all times.
 Monitor and analyse the current provision of services to customers and work out a strategy for improving if necessary.
 Provide monthly highlight reports to assist the APP Leadership to make calculated decisions. These should include cost to income ratios for your Client(s).
 It is important to have a clear understanding of all escalation processes and procedures and telephone numbers 24×7 for APP and related Client partners e.g. OEMs.
 All customer calls, situations and escalations are to be handled promptly and within SLA to maintain highest customer satisfaction.
 Ensure Filed Service Engineers (FSEs) productivity is managed proactively. Run real live time statistics at your desk and be prepared to answer factually on any concerns addressed by the customer or APP Management.
 Monitor your team’s FSE call stats, with a focus on:
– All incidents to be handled within SLA.
– All IMACDs to be handled within SLA.
– First time resolution / fix i.e. no call backs or rework.
 All projects need to be accepted by yourself and your team and are to be delivered successfully to completion. All projects are to be clearly defined with proper project plans.
 Upon project completion, ensure that relevant Client sign-offs are obtained for correct and undisputed billing, and ensure that all documentation is kept for audit purposes.
 Identify trends for improvement in service delivery and communicate this through other SDMs nationally at the relevant forums.
 Assist other SDMs with planning and change control.

2.2. Stock & Stores
 Ensure FSE parts and loan units are returned (where applicable), within the prescribed period, and ensure your managers are held accountable to this.
 Ensure all on site engineers are doing monthly stock takes and are accountable for stock on hand, using the online stock system.
 Review overall GIT (goods in transit) & Stock on Hand report for FSEs, and ensure all stock is accounted for. Where there are disputes – meet with the respective FSE and Stores teams to resolve disputes.
 Have a good working relationship with Stores Team (including those stores managed by the Client or 3rd Parties) to address all high-level escalations factually, promptly and effectively.

2.3. Logistics
 Have a good working relationship with Logistics Team to address all high-level escalations factually, promptly and effectively.
 Ensure FSEs are familiar with the reverse logistics process including tamper proof of all stock.
 Escalate all out of line situations to the relevant people/forums and call for a meeting with APP, the Client or 3rd Parties to address these.
 Assist the team in maintaining cost-effective stock movements.
 Ensure Customer Purchase Orders are obtained, and that they are billed accordingly for moves and projects where applicable.

2.4. Repair Centre
 Have a good working relationship with designated Repair Centre Staff to address all escalations factually, promptly and effectively.
 Ensure that all Repair Centre hand overs are monitored and the repaired items / device(s) are returned either to the customer or booked back into stock.

2.5. Internal Systems
 Escalate to APP Management or Head of Operations out of line situation.
 Ensure that the Client system integration is operating effectively, and suggest improvements.
 Ensure that the designated Service Desk / Help Desk system is operating effectively, and suggest improvements.

2.6. Human Resources
 Ensure your Team on-site have clear job descriptions, and that you are accountable for their productivity and efficiency in maintaining the highest levels of customer service. Set measurable objectives and monitor in order to reward and recognize good performance.
 Ensure that the FSEs / Team Leader allocations are as per industry standards and guidelines.
 Ensure new and terminated Staff are correctly processed.
 Management of variable employee costs, real time, and to report all out of line situations to the Head of Services. These include:
– Overtime; mileage; stand-by; car hire; petrol.
– Accurate mileage and overtime reconciliation and approval.
– Ensure Staff’ claims are done promptly and accurately.
 Maintain a 24×7 standby roster that is appropriate to your territory requirements.
 Maintain high FSE morale and productivity.
 Training & Education needs of your team to be planned, and aligned to business requirements.
 Ensure that FSEs maintain proper dress code.
 Ensure that FSE tools and equipment are maintained in accordance to company policy.
 Ensure that FSE information each area / function is correct & maintained up to date:
– Communicate these changes to HR on an ad-hoc basis (using the relevant Forms)
– Monthly FSE verifications – ensure your entire team organogram is communicated monthly, and is 100% correct.
 Assist the APP Head of Human Resources (HR) with Staff disciplinary actions when required.
 Management of the Team Leaders – ensuring they fulfil all their team management responsibilities of FSEs.
 Have a good working relationship with HR and have a good understanding of all APP HR processes, and the entire service department is compliant.
– Ensure that all APP staff on the contract comply with all Client requirements regarding the applicable Client Governance, Risk and compliance (GRC).
– Ensure that all new recruits are also on boarded through client on boarding methodologies.

2.7. APP Call Centre
 Have a good working relationship with the APP Central Help Desk staff.
 Have regular meetings with this team, addressing productivity.

2.8. Other APP Departments
 Have a good working relationship with all APP employees and Teams.

2.9. Quality Control
 Ensure APP processes and procedures are relevant & aligned to Client environments, advise the Head of Services of problematic areas & recommend changes where necessary.
 Recommend initiatives for continuous improvements in terms of service delivery.
 Perform spot-checks on Team Leader and FSE capabilities & certifications requirements to perform required tasks, and relevant create training plan.
 Research new technologies and alternative methods of efficiency to be leveraged to the maximum benefit of APP and APP Clients.
 Once technologies and alternative methodologies are approved you need to liaise and interact with other SDMs nationally, with a view to implement these new efficiencies.

2.10. Working Conditions

 Give consideration to personal appearance, time management and general professionalism.
 Use idle time productively.
 Be punctual for work.
 Work overtime when required.

Job Types: Full-time, Contract

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Source: Indeed