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Head of Service Delivery

2 months ago

Melbourne, Victoria, Australia Michael Page Australia Full time
About Our Client

Michael Page Australia is seeking a highly skilled and experienced Head of Service to join their team. As a key member of the leadership team, you will be responsible for driving the strategic direction of the service function and ensuring it aligns with the organization's overall goals.

Key Responsibilities
  1. Provide strategic leadership and guidance to the Service Team to ensure their ongoing performance meets the objectives of the organization.
  2. Process and lead the development of a team of true professionals, while maintaining an existing client base.
  3. Offer exceptional interpersonal, management, and relationship-building skills, underpinned by keen business sense and commercial acumen.
  4. Building an outstanding work ethic with your team of technicians and back-office personnel, showing your commitment to working as hard or harder than they are expected to work, garnering respect.
  5. Develop a team of professionals in the Australian and New Zealand Service business.
  6. Determining, implementing, and monitoring strategies, policies, and plans.
  7. Interpreting plans, drawings, and specifications, and providing advice on service methods and procedures to achieve customer satisfaction.
  8. Establishing service schedules and budgets.
  9. Ensuring conformity with specifications and plans, and with laws, regulations, and safety standards.
  10. Ensuring service standards of quality, cost, safety, timeliness, and performance are observed.
  11. Overseeing maintenance requirements to optimize efficiency.
  12. Liaising with the marketing department and other managers regarding service growth plans to ensure plans are in-line with the overall strategy of the company.
  13. Maintaining the standards of service of highly technical products.
  14. Attend and participate in management meetings.
  15. Key Performance Indicators (KPIs): Achieving service sales targets monthly, ensuring the department is always profitable.
  16. Managing key customer relationships while maintaining and fostering growth.
  17. Prepare accurate estimate worksheets, presentations, quotations, and contracts for customers.
  18. Exceptional at planning and organizing a diverse group of people in a head office environment along with remote working people across Australia and New Zealand.
  19. Adapt to market changes quickly while keeping an open mind to learning innovative ideas to help you and your team grow and be more efficient and successful.
Performance Measures
  1. Achieve and exceed sales, unit, and gross profit targets.
  2. Conversion rate of prospect to customer and quotation to sale.
  3. Competitor awareness.
  4. Accuracy & timing of quotations.
  5. Major account maintenance.
  6. Database upkeep.
  7. Product Management; support to service.
  8. Exceed service sales targets.
  9. Maintaining a solid network of technical and sales support via the training programs.
Requirements
  1. Tertiary qualifications in service management, engineering, or equivalent.
  2. Minimum of 7 years' experience in an appropriate environment.
  3. Knowledge of current market trends and best practices.
  4. Experience with SAP CRM or other database CRM systems.
  5. Computer literate in Microsoft Office products; Word, PowerPoint, and Excel.
What's on Offer

Excellent opportunity to have autonomy and impact on a global market leader in their industries served.