Service Delivery Manager

Your tasks

As a Service Delivery Manager, you will be responsible for managing our team of Field Engineers and ensuring the successful delivery of services to our clients. The ideal candidate will have experience in managing a field engineering team on a nationwide level, strong technical skills, and excellent communication and leadership skills.

Tasks and Responsabilities:

• Have primary responsibility for implementing requirements of the customer contract, defining, planning, tracking and managing the assigned project successfully with support of Global Manager, Service Delivery.
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Serve as point of contact for the operational customer contacts and to be the focal point for all operational issues relevant to each project. You will be the connection between customers and your engineers.
• You will be responsible for the compliance of Service Level Agreements (SLA) within your projects, recognize optimization requirements in processes/services and initiate the necessary steps.
• You will be responsible for managing and meeting the commercial requirements of your assigned projects.
• Effectively address any escalations timely.
• Accountable for quality of service and performance.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
• Work across the business to provide effective communication on important matters and build relationships with other teams to ensure effective dialogue between departments.