Service Delivery Manager

5 days ago

Northern Beaches Council, Australia Hays Recruitment Full time
About the Role

We are seeking an experienced Service Manager to lead our technical services team and ensure exceptional customer service delivery. The successful candidate will have a strong background in the printing industry and be responsible for managing a team of service professionals.

Key Responsibilities
  1. Team Management: Manage technical services staff and ensure they are attending to their daily tasks and meeting their agreed Key Performance Indicators (KPIs).
  2. Service Delivery: Oversee service delivery in-house or on-site, providing technical and service support to partners and end-users.
  3. Customer Support: Manage customer technical needs and oversee service agents' activities, including spare parts inventory control and warranty spare parts credit approval.
  4. Process Improvement: Review and analyse internal service processes, providing strategic advice on service and warranty programs.
  5. Financial Management: Prepare, track, and manage budgets, as well as set targets for the team.
  6. Training and Development: Manage ongoing team training requirements and certification in accordance with organisational KPIs.
Requirements
  1. 2+ years of experience in the wide-format printing industry.
  2. 5+ years of experience in a service management role.
  3. Strong technical, organisational, and problem-solving skills.
  4. Excellent leadership and management skills.
  5. Strong communication and interpersonal skills.
  6. Ability to work collaboratively with other departments and stakeholders.
  7. Strong problem-solving and decision-making skills.
  8. Knowledge of relevant regulations and standards.
  9. Ability to analyse and determine improvements by optimising workflows and eliminating waste.

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