Service Delivery Manager

2 days ago


Somerset West, Western Cape, South Africa Helderberg Personnel cc Full time

We are seeking a highly skilled Service Delivery Manager to join our team at Helderberg Personnel cc.

The successful candidate will be responsible for leading our after-sales services function, building and maintaining a high-performance services team, and administering department costs.

Key Responsibilities:

  • Establish and lead a high-performance services team measured by performance KPIs.
  • Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
  • Administer, finalize, and approve department costs such as overtime, travel and accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or Employment Contracts.
  • Keep track of service tickets and recalls.
  • Implement corrective action as needed.
  • Promote teamwork within the department and cross-functionally.
  • Actively resolve issues that come up.
  • Manage subcontractors to ensure the business delivers customer needs and maintain cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
  • Maintain positive relationships with Asset Management Companies
  • Responsible for national ticketing and service performance of the service team.
  • Prepare and sign off customer quotes as needed.
  • Monitor customer feedback regarding call-outs and immediately address poor service feedback.
  • Keep management informed to avoid surprises.
  • Manage staff weekend stand-by schedule
  • Manage, administer, and approve subcontractor documentation.
  • Ensure subcontractors comply with the companys health and safety requirements and contractual requirements.

Requirements:

  • A minimum of 5 Years experience in a customer-service environment.
  • A minimum of 3 Years experience in a supervisory/management role.
  • Computer and IT knowledge (MS Excel, MS Word, Outlook, Power Point).
  • Experience on Sage Evolution an advantage.
  • Fully bilingual (English as first language). African language will be an advantage.
  • Enjoy working in a team environment.
  • Ability to motivate teams and inspire them to go the extra mile.
  • Positive attitude and ability to work against a deadline, solving problems pro-actively.
  • Able to work under pressure.

Estimated Salary: R 350,000 per annum.

Location: The ideal candidate will be currently residing in the Helderberg Area.



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