Service Delivery Manager
Service Delivery Manager
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Job Description
Who we are
Build your best future with the Johnson Controls team.
As a global leader in smart healthy and sustainable buildings our mission is to reimagine the performance of buildings to serve people places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical financial and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard your next great opportunity is just a few clicks away!
What you will do:
The Service Delivery Manager is responsible for the day to day operations customer requests and systems to ensure KPIs and Service Levels are met. This includes planned/ unplanned technician scheduling & dispatching management customer service requests coordination (from initiation to completion) parts management prompt billings and ensuring the accounts receivables are managed in timely manner. The Service Delivery Manager impacts segment income with appropriate use of labor resources managing maintenance contract and ad-hoc job margins.
How you will do it:
Coordinate with the assigned teams of engineers/ technicians in the daily operations scheduling ensuring resources are optimized
Must obtain a complete understanding of all customers contractual agreements to drive the fulfilment of requests and services within the SLA and to facilitate accurate financial forecasting
Manage and communicate with key personnel on daily operational support
Engaging the customers and/ or vendors to ensure smooth delivery of services
Manages all escalations and complaints with appropriate priority and diligence
To assess situations issues and opportunities and escalate when appropriate
Work closely with the contractual sales person to ensure timely renewal of contract
Identify operational gaps and drive to ensure closure both internally and externally
Ensure planned activities are executed within the allocated budget
Ensures the availability of parts to facilitate the scheduling and execution in timely manner
Prepare and present the financial forecasting and resources capacity planning for assigned teams and discussing critical account information pertinent to current profitability status in weekly cadence sessions
Co-ordinate with colleagues to ensure best practice and continuous improvement in the service delivery to the organization
Responsible for timely deliveries and tracking
Any other ad-hoc duties as required
What we look for:
Degree preferred with industry experience managing service operations and / or service scheduling
Leads by example and is a role model. Ability to influence and guide individual and groups towards achieving their goals
Excellent attention to detail
Excellent time management decision making prioritization and organization skills
Strong people management profit and loss management skills
Good grasp of financial concepts and procurement process
Effective command in MS Office software including Outlook Word and Excel
Capable of working efficiently in a fast pace environment and under pressure
Ability to work independently and possess good team spirit
What we offer:
Competitive salary
Paid vacation/holidays/sick time
Comprehensive benefits package
On the job/cross training opportunities
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
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Required Experience:
Manager
Employment Type
Full-Time
