Service Delivery Manager
2 days ago
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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