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Service Delivery Manager
3 months ago
Company Description
ITW Construction Products UK/Nordics is a division of ITW, innovating, designing and manufacturing advanced industrial technology. We are industry influencers and market leaders in our fields with high quality brands at the front of technology and enterprise. At all levels in our organisation, we are encouraged to embrace our inner entrepreneur to drive actions, focus on what matters and share ideas so that every individual can have an impact on the business. In return we are rewarded, supported in our development and given the opportunities to grow within a large multinational organisation.
Job Description
The Challenge
Deliver exemplary technical service support via the helpdesk, field service and training teams, embody ITW ways of working and thinking, providing a role model approach to the team. Oversee the strategy and continuous improvement of our technical helpdesk, field service and training teams to ensure customers receive best in class service which supports our agenda for growth. Successful applicants will need to understand how our business works and can ensure that the delivery of our technical services align with our customer needs and our strategic intent.
Position Summary
Take ownership of our current technical support offering, rethinking it from the ground up, to ensure that we meet the requirements of our customer base and enable future growth of the business unit. Main duties include leading the service delivery teams, developing processes, taking a key role in building, and growing, new services and continuous improvement of existing services. With a proven track record in management and leadership, you will provide guidance, direction and mentorship to the team and help to develop all in their careers.
Responsibilities
Ownership and responsibility leading the teams to deliver best in class service, including development of the teams' skills sets to align to our goals. Monitor and report on key KPI's across the technical service teams and use this data to provide plans that focus on improving inefficiencies internally and enhancing the customer experience. Develop and maintain positive relationships with our 80 customers to drive CBI insights that contributes to the growth and defend CBI project pipeline. Identify challenges and opportunities within our internal processes and procedures across all areas and refine using ITW toolbox where necessary. Collaborate with relevant departments to ensure that there is a clear plan to upskill all teams in new technical and product information, with a clear focus on how this links to the value proposition. Collaborate cross functionally to identify 80 customer trends within our technical service teams and drive changes that minimise inbound query and maximise user experience. Work with customers and key stakeholders within the business to help guide the future roadmap of Gang-Nail software and our holistic brand offer. Provide other technical support to the Offsite Business Unit as required on an ad hoc basis through other projects. Continue the work on the technical portal and ensure the technical knowledge is maintained and communicated effectively to internal stakeholders and customers.Qualifications
Service Desk leadership experience with focus on using digital solutions to drive change and improve the customer experience. Project management and delivery experience. Continuous improvement mindset. Ambitious with strong learning agility. Positive approach to adverse situations with a bias for actionable solutions. Customer-centric, whilst maintaining an 80/20 focus. Confident in engaging, managing, and collaborating with key stakeholders and customers. BSc / BEng in Civil / Structural / Construction Engineering (preferred, but not essential).Additional Information
Prepared to travel domestically and internationally as required Flexibility with working hours as required