National Service Delivery Manager

Job details
**Employment Type**:
Full-Time
**Location**:
Sydney, New South Wales, Australia
**Job Category**:
Field Operations
**Job Number**:
WD30240479
**Job Description**:
Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.
**About this opportunity**:
We are looking for an experienced Service Delivery Manager to join our team. This role will report to the General Manager of the Retails Solutions division.
The role will be responsible for overseeing the delivery of Electronic Article Surveillance (EAS), CCTV, access control, and alarm services. This role encompasses managing in-field service delivery, administrative functions, call center contract processing, order management, Estimator functions and key subcontractor management.
**The role includes**:
**Third-Party Relationship Management**: Building and maintaining strong partnerships with third-party vendors and subcontractors to ensure service quality and compliance with contractual obligations.
**Team Leadership**: Directly managing a team of service delivery staff, providing mentorship, training, and support to enhance performance and service outcomes.
**Operational Excellence**: Implementing best practices in service delivery processes to optimize efficiency in handling break-fix requests and administrative tasks.
**Call Center Oversight**: Managing call center operations, ensuring timely and accurate processing of service requests while maintaining high customer satisfaction levels.
**Order Management**: Overseeing the order management process, ensuring accurate tracking and fulfillment of service orders in alignment with business objectives.
**Estimating and Commercial Contractual Documentation**: Preparing and reviewing estimates for service delivery projects, ensuring accuracy and compliance with commercial contractual documentation to support effective negotiations and agreement.
**Training of Subcontractors**: Developing and delivering training programs for subcontractors to ensure they meet service delivery standards and understand operational procedures.
**Performance Monitoring**: Analyzing service delivery metrics and KPIs to identify areas for improvement and drive continuous enhancement of service quality.
**Stakeholder Communication**: Acting as the primary point of contact for internal and external stakeholders, facilitating clear communication and collaboration across all service delivery functions.
ANZ SLT Management
- form a unified approach to the business in collaboration with the other SLT members to drive the Management objectives within agreed timeframes
**What are we looking for**:
Technical Proficiency - In-depth knowledge of EAS, CCTV, access control, and alarm systems.
Project Management -Strong skills in planning, executing, and monitoring projects to ensure timely delivery and adherence to budgets.
Financial Acumen - Ability to manage budgets, prepare estimates, and understand financial implications of service delivery.
Contract Management - Proficiency in drafting, reviewing, and negotiating commercial contracts and service agreements.
Performance Management - Skills in setting KPIs, monitoring performance, and implementing improvement strategies.
Interpersonal Skills - Strong ability to build relationships with clients, subcontractors, and team members.
Crisis Management - Capability to handle emergencies and unexpected challenges effectively and calmly.
Training and Development -Experience in developing training programs and conducting workshops for staff and subcontractors.
Professional Certifications -Security License, Relevant certifications such as Certified Protection Professional (CPP), Physical Security Professional (PSP), or Project Management Professional (PMP).
Experience -Minimum of 5 years in service delivery management, preferably in the security sector.
Proven track record in managing teams and third-party relationships.
Technical Certifications - Certifications related to specific security technologies (e.g., CCTV installation, access control systems).
Software Proficiency -Familiarity with project management and customer relationship management (CRM) software