Service Delivery Manager
2 weeks ago
About the Role
This is a critical leadership position within Carrier, responsible for overseeing and managing all aspects of service delivery. The successful candidate will be responsible for leading a team of service technicians and subcontractors, optimising resources, ensuring financial performance meets targets, and driving EH&S initiatives.
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 fulfill customer requirements.
- Organise and deliver relevant internal and external role 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.
- 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.
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