Service Delivery Manager

Remote Service Delivery Manager role with travel to sites

An exciting production business based in Stafford have a new and exciting permanent position for a Service Delivery Manager. Leading a team of 14 technical engineers you will be responsible for the day to day management of the team but also provide an excellence level of service to the customers.

• Set and monitor work standards to consistently meet with the customer and company requirements.
• Develop relationships with customer key contacts, other support agencies and third-party vendors.
• Understand and be fully conversant with all customer services processes relevant to support business processes.
• Develop channel partner capability to provide services through training and support
• Set and monitor field personnel key performance and productivity indicators.
• Monitor personnel work standards by remote methods (customer surveys) and field accompaniment. Initiate change to enable the continual improvement of field service.
• Develop and implement working procedures to ensure adherence to customer SLAs.
• Analyse reoccurring faults to enable the proactive escalation and resolution of problems.
• Build strong and effective relationships with all internal and external stakeholders.
• Promote the benefits of using products and services
• Monitor and control the costs of engineers, products and accounts to optimise the effective use of resources.
• Analyse key management reports to understand and make recommendations on the performance on personnel, products and accounts.
• Work collaboratively with the Service Desk and other departments to achieve departmental objectives.
• Establish control and delivery of 3rd party products and services that form part of the overall customer contract.
• Check, verify and authorise expenses as submitted by field personnel.

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