Service Delivery Manager

TWM is part of the Pilot Group, who believe in using technology to make the places we live and work smart, safe and sustainable. TWM is a market leading manufacturer of LED integrated traffic control systems. Established in 2002, the company is a key providerof signs, signals and traffic control systems to local authorities, parish councils, traffic management companies and contractors. Over the years, the brand has become renowned for its precision manufacturing expertise, and its pioneering product developmentshave helped guarantee safer highways.

PURPOSE OF THE ROLE:
As Service Delivery Manager, this role will be central to the daily running of the site installation team and customer service management. Reporting to the Operations Manager, the role will require strong organisational skills and will be responsible forensuring that all site related activities are carried out in accordance with health and safety, policies and procedures.

The role will be the principal customer contact and will be responsible for planning customer installations and inspections in line with our project delivery plan.

KEY REPONSIBILITIES
- Organise the effective and safe operation of installation work.
- Ensure that risk assessments, method statements, lift plans, pre-installation sheets and site project plan documentation are complete and made available to the relevant site operatives and clients in a timely manner.
- Arrange supplier traffic management in line with the requirements of the install.
- Support the documentation collation of the job packs by including all relevant site information and key requirements to a high standard.
- Requisition of required plant, equipment, and materials to achieving works schedule for site activities.
- Maintain communication with the Workshop Supervisor to organise site deliveries in coordination with the production schedule.
- Manage the site installation and inspection schedule and highlight any issues to the Operations Manager at the earliest opportunity
- Maintain close communication with the customer to ensure an effective service delivery and actively respond to customer requirements.
- Where customer issues do occur, respond to customers professionally and respectfully, reporting all Support calls on the internal database register.
- Ensure compliance to all systems within TWM such as 9001, 14001, 18001 / 45001.

Essential / Desirable experience

The Service Delivery Manager will have:

- Excellent communication skills, both written and verbal.
- Highly organised with attention to detail.
- Reliable, with good time management skills and the ability to organise the site team.
- Proactively deal with changes and issues that arise with customers and installation.
- Remain professional when dealing with customers in difficult situations and ability to work well under pressure.
- Motivate the site team to ensure deliverables are safely accomplished to cost, quality and to schedule.
- IOSH Managing Safely (desirable)
- Customer focussed with a quality approach to delivering an effective service.
- Understand health and safety legislation and best practice.
- Understanding of ISO 9001 / 14001, 18001 / 45001
- Full clean UK driving license
- Previous experience of electrics and/or traffic industry is desirable

Recruitment Agencies

The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV 'sent in kind’ and as such The Pilot Grouprejects all liability to pay any such fee’s for an unsolicited introduction.