Service Delivery Manager

1 week ago

Hawthorn, Victoria, Australia GE HEALTHCARE Full time

Job Description Summary:
The Service Delivery Manager (SDM) leads a team of engineers managing the maintenance and repair of medical equipment. The role involves optimizing resources for integrated service delivery and customer experience within their allocated areas.

In doing this the SDM will foster collaboration between sales, technical, support, and operational teams ensuring a seamless customer experience.

The SDM is responsible for compliance with local laws, regulatory requirements, EHS, and quality policies, along with sharing best practices.

The SDM manages operational costs and identifies cost-effective strategies to meet customer service and financial targets in their region.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits.

Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

tex

Responsibilities:

Leadership

  • Sets the vision and operational tactics to develop and build a leading Field Operations team, across the various product modalities.
  • As an integral part of ANZ Services team, lead and participate in local, regional and global initiatives and projects over and above the role as needed or required to help drive culture, quality and velocity for our customers and frontline teams.
  • Actively seek out market and customer drivers to ensure the business adapts quickly and capitalises on shifting trends in Service delivery.
  • Coach, manage, mentor and influence individuals and team directly or indirectly, to drive overall accountability, ownership, and progress against goals.
  • Ensure team has the right talent, operational structures, and ownership in place to lead, coach and develop Service field teams to deliver outstanding customer experience.
  • Create operating mechanisms to ensure the right metrics are in place which reflect the health of the teams and ensure an operating rhythm is in place with the individual team members to review exceptions and address outliers in a timely manner.
  • Collaborate with peers in the Service Organisation, Functional teams and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
  • As part of the role, you will unlock the potential in your people and contribute to their ongoing improvement and growth.

Customer Support

  • Utilise and drive financial, operational, and customercentric metrics which demonstrate the health of the Field Operations delivery model in supporting our customers and financial commitments to the business.
  • Develop and manage professional relations with key customers to deepen understanding of customer challenges and needs in order to provide solutions
  • Work with Technical Operations Leader, Service Operations Specialist and functional teams to drive detailed investigations and actions for customer satisfaction opportunities and continually implement process changes to improve customer satisfaction.
  • Work with supporting teams such as Service Support Operations Centre, Logistics, PMO, Applications, Sales, and Product Specialists to ensure processes are in place to manage successful and timely handoffs between teams and customer experience is seamless and positive.
  • Lead the collaboration with Sales team on customer communication, escalations, and opportunities for through life support activities of customers equipment.
  • Supporting the commercial activities for key accounts by providing accountbased feedback via the Field teams which assist GEHC to better meet the needs of customers.
  • Support tender and request for quote submissions as required.

Operations Rigour

  • Drive processes for timely escalations
  • Customer Satisfaction Opportunities (CSO), Quality PQM, Part returns, Dead On Arrival. Lead the region by ensuring representation from a technical and field standpoint for any global / regional calls related to quality / CSO's.
  • Lead adherence to field processes such as parts ordering and return, Service Request (SR) rigour, primary FE/site alignment, On Call and Overtime management, Tools and Test Equip compliance and calibration etc.
  • Lead initiatives to improve overall speed and quality of response to customers.
  • Lead processes to complete customer servicing in a timely manner adhering to the mandatory quality and compliance procedures.
  • Work with Project Management Officer (PMO) on installations and ensure timely delivery of system to customers.
  • Implement new tools and processes as required to drive efficiency and effectiveness.
  • Participate in overall operating mechanisms and metrics with the view to drive operational rigour in the organisation, spanning all areas of the operation including but not limited to field efficiency, customer satisfaction, productivity, backoffice efficiency, financials, and quality.
-

  • Delivery Manager

    1 week ago

    Hawthorn East, Victoria, Australia Coles Group Full time

    We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.About the teamTechnology is the backbone of our business. Every day, our...

  • Delivery Manager

    1 week ago

    Hawthorn East, Victoria, Australia Coles Group Full time

    We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.About the teamTechnology is the backbone of our business. Every day, our...

  • Area Service Manager

    1 week ago

    Hawthorn, Victoria, Australia GE HEALTHCARE Full time

    Job Description Summary: Area Service Manager leads a team of engineers managing the maintenance and repair of medical equipment. The role involves optimizing resources for integrated service delivery and customer experience within their allocated areas. In doing this the Area Service Manager will foster collaboration between sales, technical, support, and...

  • IT Services Manager

    1 week ago

    Hawthorn, Victoria, Australia Compass Education Full time

    Come shape the future of education with us.At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.Compass is a product that...

  • Area Service Manager

    1 week ago

    Hawthorn, Victoria, Australia GE Healthcare Full time

    Job Description SummaryArea Service Manager leads a team of engineers managing the maintenance and repair of medical equipment. The role involves optimizing resources for integrated service delivery and customer experience within their allocated areas. In doing this the Area Service Manager will foster collaboration between sales, technical, support, and...

  • Customer Service Manager

    1 week ago

    Hawthorn, Victoria, Australia Access Health and Community Full time

    Customer Service Manager,12 Month Fixed-Term Position Not for Profit with salary packaging benefits & work life balance Collaborative and highly supported team environmentAbout Access Health & CommunityWith a history of 150 years and caring at our centre, our mission and commitment is to build healthier lives within our communities and to deliver excellent...

  • Delivery Lead

    1 week ago

    Hawthorn East, Victoria, Australia Bunnings Full time

    At Bunnings, you'll make a positive difference to our business and beyond.Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online,...

  • Customer Service Manage

    1 week ago

    Hawthorn East, Victoria, Australia Coles Express Full time

    Working in retail is fast-paced, and at Coles Express for Viva Energy Retail, the rubber really hits the road. It's not a typical 9-5, so you can easily blend life and work. And as part of a small station team, you'll enjoy the variety and speed that offering convenience to local and on-the-move customers brings.About the team:Coles Express has recently been...

  • Delivery Lead

    1 week ago

    Hawthorn East, Victoria, Australia Bunnings Full time

    At Bunnings, you'll make a positive difference to our business and beyond.Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online,...

  • Head of Technology Delivery

    1 week ago

    Hawthorn East, Victoria, Australia Coles Full time

    JOB DESCRIPTIONWe've been serving Aussie communities since 1914, having grown to become a top-30 listed company on the ASX with 120,000 team members and a collection of iconic brands. Join Coles Group and not only make an impact on Aussie lives but also witness the difference you can make.About the teamThe Technology delivery team at Coles is responsible for...

  • Team Manager Edge Services

    1 week ago

    Hawthorn East, Victoria, Australia COLONIAL FIRST STATE Full time

    The Team The Edge Service team, a pivotal part of the CFS Customer Operations division, dedicated to providing top-tier service to our members and advisers utilizing the Edge and First Wrap Platforms. As a key member of our team, you will oversee the seamless delivery of services through various channels, ensuring a responsive and efficient...

  • Service Operations Specialist

    1 week ago

    Hawthorn, Victoria, Australia GE HEALTHCARE Full time

    Job Description Summary: The Service Operations Specialist role is responsible for supporting field engineers in performing the day-to-day maintenance and repair of medical equipment for our customers by:clearing roadblocks, providing visibility, gathering business support to enable seamless service delivery, customer and field experience. ensuring the field...

  • Access Services Educator

    1 week ago

    Hawthorn, Victoria, Australia Scope (Aust) Full time

    About ScopeScope's purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities and developmental delays to achieve their goals Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short...

  • Human Centred Service Designer

    1 week ago

    Hawthorn, Victoria, Australia Scope (Aust) Full time

    About ScopeScope's purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities and developmental delays to achieve their goals Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short...

  • IT Services Lead

    1 week ago

    Hawthorn, Victoria, Australia Compass Education Full time

    Come shape the future of education with us.At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.Compass is a product that...

  • Customer Service Representative

    1 week ago

    Hawthorn, Victoria, Australia Pack & Send Hawthorn Full time

    About pack and sendPack and Send is a global logistics company with over 25 years of experience in providing expert packing, shipping, and freight solutions to customers worldwide. We pride ourselves on delivering exceptional customer service and tailor-made solutions for each customer's unique needs. As a Pack and Send franchise, we are looking for friendly...

  • IT Services Specialist

    1 week ago

    Hawthorn, Victoria, Australia Compass Education Full time

    Come shape the future of education with us.At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.Compass is a product that...

  • Hospitality Services Manager

    1 week ago

    Hawthorn East, Victoria, Australia Benetas Full time

    Hospitality Services Manager:- Hawthorn East:- Permanent, Full-timeWhat you do matters Are you looking for a job that truly makes a difference in the lives of others? Join Benetas and be a part of our missin to help older Victorians live their best lives. We're looking for permanent, fulltime Hospitality Services Manager to oversee the delivery of quality...

  • Program Manager

    1 week ago

    Hawthorn, Victoria, Australia Scope (Aust) Full time

    About ScopeScope's purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities and developmental delays to achieve their goals Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short...

  • Strategy Delivery Analys

    1 week ago

    Hawthorn East, Victoria, Australia Coles Group Full time

    We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.About the team:Finance makes it easier for us to win together as a...