Service Delivery Manager West Midlands GBP40k - GBP45k
- Recruiter
- JLC Solutions
- Location
- Birmingham
- Salary
- 45000.00 GBP Annual
- Posted
- 11 Jan 2017
- Closes
- 20 Jan 2017
- Sectors
- Business Opportunities
- Contract Type
- Permanent
- Hours
- Full Time
Service Delivery Manager West Midlands GBP40k - GBP45k
Our Client
One of the world's leading BPO (business process outsourcing) providers designing intelligent end to end business processes and integrated added value for clients including many major international companies.
Operating in more than 40 countries with 70,000 employees and 10 locations in the UK, they design and implement custom-tailored solutions for all kinds of business processes along integrated service chains in all types of industry.
The company has 10 locations in the UK and Ireland, employing over 3000 people and distributes 60,000 different products in excess of 100 million units a year.
The Role
Highly visible role, to take responsibility for the delivery and development of new service solutions for major Blue Chip clients. During implementation, to oversee the day to day logistics management and provide excellent customer service to clients and communicate their requirements and goals within the business to obtain support, resources and to ensure the quality of service delivery.
Key responsibilities
- Leading Business Reviews with client stakeholders
- Project Management - this is a new implementation of an on-going business.
- Performance & Service Quality - SLA adherence, KPI variance and Satisfaction Surveys.
- Manage changes in scope through the critical pilot phase and ongoing as the solution evolves.
- Continuous Improvement
- Identifying and presenting initiatives to improve the customer experience and or reduce costs.
- BCDR - Identifying and sharing risk and issues analysis, mitigation plans, reviewing contingencies.
- Dispute Resolution
- Overall profitability and operational performance of the portfolio of business with the client.
- Proactively analysing, assessing and interpreting performance statistics
- Regular reviews with client of overall performance, successes and concerns
- Attending client meetings nationally and internationally
- Communicate all action points agreed at internal and client meetings
- Provide a point of escalation for client concerns
- Develop and implement strategies to streamline processes.
- Assisting and lead the completion of new business proposals
- Identify and convert new business opportunities.
The Candidate
- Knowledge of warehouse and logistics operations including forward and reverse logistics
- Experience of project management and implementation of physical distribution operations
- Ability to extract meaningful data and prepare business-focused reports
- Ability to analyse results, identify and explain any variance from targets.
- Commercial acumen
- Excellent written and verbal communication skills
- Attention to detail and a methodical approach.
- Work on own initiative and manage time effectively, including meeting deadlines/achieving targets.
- Excellent people and communication skills
- Strong listening and questioning skills.
- Problem solving skills with critical thinking.
- Knowledge of SAP GP7 desirable
- Flexible approach to working hours, with the ability to work longer hours as required.
Our Client
One of the world's leading BPO (business process outsourcing) providers designing intelligent end to end business processes and integrated added value for clients including many major international companies.
Operating in more than 40 countries with 70,000 employees and 10 locations in the UK, they design and implement custom-tailored solutions for all kinds of business processes along integrated service chains in all types of industry.
The company has 10 locations in the UK and Ireland, employing over 3000 people and distributes 60,000 different products in excess of 100 million units a year.
The Role
Highly visible role, to take responsibility for the delivery and development of new service solutions for major Blue Chip clients. During implementation, to oversee the day to day logistics management and provide excellent customer service to clients and communicate their requirements and goals within the business to obtain support, resources and to ensure the quality of service delivery.
Key responsibilities
- Leading Business Reviews with client stakeholders
- Project Management - this is a new implementation of an on-going business.
- Performance & Service Quality - SLA adherence, KPI variance and Satisfaction Surveys.
- Manage changes in scope through the critical pilot phase and ongoing as the solution evolves.
- Continuous Improvement
- Identifying and presenting initiatives to improve the customer experience and or reduce costs.
- BCDR - Identifying and sharing risk and issues analysis, mitigation plans, reviewing contingencies.
- Dispute Resolution
- Overall profitability and operational performance of the portfolio of business with the client.
- Proactively analysing, assessing and interpreting performance statistics
- Regular reviews with client of overall performance, successes and concerns
- Attending client meetings nationally and internationally
- Communicate all action points agreed at internal and client meetings
- Provide a point of escalation for client concerns
- Develop and implement strategies to streamline processes.
- Assisting and lead the completion of new business proposals
- Identify and convert new business opportunities.
The Candidate
- Knowledge of warehouse and logistics operations including forward and reverse logistics
- Experience of project management and implementation of physical distribution operations
- Ability to extract meaningful data and prepare business-focused reports
- Ability to analyse results, identify and explain any variance from targets.
- Commercial acumen
- Excellent written and verbal communication skills
- Attention to detail and a methodical approach.
- Work on own initiative and manage time effectively, including meeting deadlines/achieving targets.
- Excellent people and communication skills
- Strong listening and questioning skills.
- Problem solving skills with critical thinking.
- Knowledge of SAP GP7 desirable
- Flexible approach to working hours, with the ability to work longer hours as required.