Service Delivery Manager

4 weeks ago

Hemel Hempstead, United Kingdom Hydro-X Full time

The Service Delivery Manager is a member of the Operations Team and works under the direct supervision of and is accountable to the Head of Operations.

There is a requirement for travel within the UK.

Responsibilities:

 

  • The supervision and leadership of the Team, to ensure a continuing high level of customer satisfaction; maintaining internal and external commitments in a professional manner;
  • To lead the planning and assigning relevant personnel to work according to their skills, geographic location while taking in to account any specific customer requirements;
  • Produce a planned schedule of work for Engineering Staff that is detailed sufficiently for staff to follow and is adhered to.  This is to cover contracted work detailed on the appropriate regional service matrix and that additional work sold via the CRM;
  • Ensure that the CRM is updated as work is planned and scheduled such that invoicing of work can completed in a timely manner;
  • When necessary, to liaise with the other Operations Manager(s) to allocate personnel to tasks to ensure commitments to customers are fully met and managed;
  • To manage and allocate overtime to Team personnel, in an appropriate manner such that the customers’ needs are met while, limiting any negative financial impact upon the company;
  • To ensure that the Team maintains a level of competence and capacity consistent with the requirements of the Company and in line with the requirements of 3rd party accreditation such as FIRAS;
  • When required to review the price and allocated time/man-hours of every job sold and to ensure that these meet Company requirements. If such requirements are not met to advise the Head of Operations and the responsible Regional Sales Manager to review the quotation as required
  • To ensure that the Team complies with all necessary Health and Safety Standards and that all Staff, through liaison with the H&S Business Partner, are trained to meet such requirements as are applicable to their role;
  • To assist the Head of Operations with the control and management of necessary Company actions and responses in the event of an accident or incident at a customer’s premises and which involves a Company product or service;
  • To assist with the management of all records and registers necessary for Remedial Team to fulfill its legal, customer and Company obligations;
  • To respond in the appropriate manner to proposed changes to laws, regulations, codes of practice and industry recommendations which may affect the methods and procedures adopted by the personnel for whom the Remedial Service Delivery Manager is responsible;
  • From the weekly tracker report highlight any anomalies in working patterns of the Engineering personnel, and produce a weekly overtime return;
  • At the request of the Head of Operations or Managing Director to attend and report to meetings as required;
  • Undertake staff appraisals (1-2-1’s) as required by the role
  • Responsible for the business’s Occupational Health & Safety Management System and for implementing the Occupational Health & Safety Management System Policy within their area of control or influence.
  • Responsible for the business’s Environmental Management System and for implementing the Environmental Management System Policy within their area of control or influence.

Accountabilities:

  • The efficient running of the Team;
  • The competence and capacity of the Team;
  • The health and safety of the Team;
  • The Company’s reputation and standing with its customers, insofar as this is affected by Operations;
  • The achievement of the agreed Key Performance Indicators for the Remedial Team;
  • The quality and speed of the Company’s response to an accident or incident at a customer’s site and
  • The serviceability and availability of all Company commercial vehicles being operated within the Team on either a permanent or temporary basis.

 

Person Specification

  •  Able to demonstrate a good standard of education but more importantly an aptitude for business, with effective panning and organisational skills, able to motivate and lead a remote based team and the capability of understanding the technical complexities.
  • Experience of operations management, budget control, the co-ordination and management of dispersed and off-site employees, customer support activity, compliance with regulations and medium to long term planning.
  • Some experience of managing and the preparation and interpretation of meaningful data and key performance indicators.
  • A level of numeracy and literacy which supports the need to prepare and operate financial budgets and produce clear and concise communication
  • The ability to use spreadsheet and word processing software to a good standard.
  • A well developed and high level of interpersonal skills in order to facilitate effective interaction at both senior and junior levels.
  • The ability to exercise effective leadership of a remote and diverse team.
  • The ability to recognise and react to emergencies in a rational and controlled manner.
  • The ability to solve problems in a clear and rational manner and then to communicate such solutions or proposals concisely and effectively.
  • A high level of originality and creativity as well as the ability to think laterally.
  • The ability to create and then give presentations to both large and small audiences.
  • An understanding of commercial issues inherent in business and an awareness of their importance.
  • The ability to work as part of a team as well as being able to work alone.
  • A full and clean UK driving licence.

QHSE

  • Responsible for complying with the requirements of the Occupational Health & Safety Management Policy.
  • Responsible for complying with the requirements of the Environmental Management System Policy.
  • Responsible for complying with the requirements of the Quality Management System Policy.

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