Service Delivery Specialist

This role offers a unique opportunity to lead and manage a skilled team of service technicians and subcontractors, driving excellence across every facet of the service delivery journey.

The Service Delivery Professional plays a pivotal leadership role, overseeing contract execution and renewals, managing accounts receivable, and optimising team performance. They will lead a team of service technicians and subcontractors, ensuring resources are used efficiently, financial targets are met, and every customer interaction is a standout experience.

Main Responsibilities:

• Lead, manage, and mentor a team of service technicians, apprentices, and subcontractors.
• Promote a positive work environment that encourages teamwork, accountability, and continuous learning.
• Recruit, interview, hire, and train technicians to meet workload demands and fulfill customer requirements.
• Organise and deliver internal and external role meetings, including tool box and client meetings.
• Collaborate with service planners, service administrators, and other functional team members to ensure the delivery of service, maintenance works, and business requirements.
• Oversee and manage the entire service delivery process, from initial service requests to contract renewals.
• Manage the procurement of parts, materials, and tools necessary for maintenance, repairs, and emergency service calls.
• Monitor and report on backlog (WIP) management, including forecasting and monitoring the financial performance of service agreements, service repairs, and quoted works.
• Review work orders, invoices, and resource expenditures for accuracy and efficiency in managing accounts receivable.
• Address customer complaints and conduct satisfaction investigations to develop improvement plans.
• Identify potential opportunities through the existing client base to generate new leads for the sales support team.
• Provide technical expertise and support during the sales process.
• Monitor and achieve key performance indicators (KPIs) such as productivity, revenue, contract margins, and PM completion.

Required Skills and Qualifications:

• Possess in-depth technical knowledge and qualifications in HVAC and/or refrigeration disciplines.
• Demonstrated ability to manage and lead teams, fostering a collaborative and positive work environment to achieve common goals.
• Exhibit a proactive and resourceful approach to problem-solving, showing the ability to take initiative and find innovative solutions.
• Goal-driven with a keen eye for detail, ensuring high-quality service delivery and achieving desired outcomes.
• Able to communicate clearly and concisely with team members, customers, and stakeholders, fostering positive relationships and effective collaboration.
• Possess strong organisational abilities, enabling efficient management of tasks, resources, and time.
• Familiarity with service processes and experience using Enterprise Resource Planning (ERP) software to streamline operations and enhance efficiency.
• A team player with a can-do attitude who is agile, embraces change, and leads by example.
• Ability to analyse data and information effectively, enabling informed decision-making and continuous process improvement.
• Experience in managing accounts or driving business development within the HVAC service industry, showcasing the ability to build and maintain strong customer relationships.

Benefits:

• An attractive salary package.
• A full-time opportunity.
• Excellent job stability.
• Ongoing training and development opportunities.
• An inclusive work environment.
• A supportive management team.

Our Commitment to You:

We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation.