Service Delivery Manager

3 weeks ago

Dingley, Victoria, Australia Carrier Full time

Service Delivery Manager

This role is based in Melbourne.

The Service Delivery Manager oversees and manages all aspects of the service delivery process, including contract delivery, contract renewals, account receivable management, team coordination, and customer relationship management.

This role involves leading a team of service technicians and subcontractors, optimising resources, ensuring financial performance meets targets, and driving EH&S initiatives.

The Service Delivery Manager is critical in maintaining high-quality service delivery while fostering positive customer relationships.

Key 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 fulfil customer requirements.
  • Organising and delivery of relevant internal and external role meetings.
  • Collaborate with Service Planners, Service Administrators and other functional team members on a frequent basis 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.
  • Backlog (WIP) management, including forecasting, monitoring, and reporting 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.

Requirements:

  • 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:

  • Attractive salary package + Full time opportunity.
  • Excellent job stability + Ongoing training and development opportunities.
  • Inclusive work environment + Supportive management team.

Our Commitment to You:

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better.

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