Service Delivery Manager (Central Region)
About The Position
The Service Delivery Manager is responsible for the seamless delivery of maintenance and services to Toshiba clients. This role involves personnel management of a team of approximately 25 technicians and identifying customer issues and needs through strong relationships with end-users and stakeholders. The position requires a blend of administrative and technical tasks, suited for individuals with strong leadership, interpersonal skills, and a passion for customer-driven solutions. The Service Delivery Manager plays a crucial role in enhancing the customer experience by ensuring effective and cost-efficient delivery of maintenance and services. The role operates in a demanding environment, requiring quick thinking, attention to detail, forecasting, planning, and rapid reaction to business needs and customer expectations. Candidates must reside within the servicing territory, which includes Alabama, Mississippi, and Louisiana.
Requirements
- Bachelor’s Degree preferred
- 5+ years of progressive experience and demonstrated success/knowledge
- 3+ years leading and developing employees
- Strong leadership and crisis management skills
- Ability to understand high-level technology concepts and communicate to non-IT managers and senior managers
- Strong interpersonal and relationship building skills
- Aptitude for POSTIVIE, team-oriented and competitive environments
- Skilled and innovative in driving new business opportunities
- Ability to deliver service results to meet SLA objectives while maintaining a profit
- Skilled in people management, organizational capabilities, and building successful teams
- Able to develop and maintain a very flexible schedule for their technicians allowing them to meet SLA, Installations, and other customer service requirements
- Ability to look at an issue and see an opportunity and the solution more than just the problem
- Ability to work and a very fluid and demanding working environment
- Ability to empower their people to make good business decisions and coach them when bad ones have been made
- Ability to hold employees accountable for their results
- Lead with a positive and purpose driven mentality
- Skilled and innovative in driving cost out of the business
- Capabilities across the Microsoft suite of applications (Excel, PowerPoint, Word, etc.)
- Strong Excel experience and ability to successfully manipulate data to make data driven decisions
- Must live within the servicing territory which includes Alabama, Mississippi & Louisiana areas.
Responsibilities
- Implementing plans, programs, and processes to meet and exceed growth objectives in revenue and overall Maintenance Gross Profit.
- Appropriately managing key cost drivers including Labor & Overtime, inventory & parts usage, Fleet Management, Vendor management, and Travel & other expenditures.
- Assisting District teams in developing and maintaining processes and cadences to deliver customer satisfaction through effective and timely delivery of Service Break-fix, Installation, and Health Check activities.
- Ensuring all contractual obligations are fulfilled in a timely manner to increase customer satisfaction.
- Monitoring Service Technician productivity and identifying opportunities for improvement in productivity, utilization, and scheduling.
- Assessing manpower needs to support the delivery of contractual obligations.
- Supporting the development of high-functioning teams by continuously improving Maintenance operations and identifying developmental needs across a network of local and area-based team members.
- Supporting efficient and effective on-boarding of new resources.
- Identifying existing team strengths and weaknesses and developing plans to coach and develop each individual team member.
- Working effectively in a matrix environment by maintaining open communication channels and addressing conflict resolution issues in a timely and respectful manner.
- Driving customer meetings and delivering service result reports.
- Empowering people to make good business decisions and coaching them when poor decisions are made.
- Holding employees accountable for their results.
- Driving cost out of the business.
Benefits
- Group health coverage (medical, dental, & vision)
- Employee Assistance Programs
- Company provided life insurance
- Employee discounts
- Generous paid holiday schedule, paid vacation & sick/personal days
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
