Service Delivery Team Leader

Convergint is seeking an ambitious and results-driven Service Delivery Team Leader to join our dynamic team in Melbourne. This is your chance to become part of a global leader in security, network, and audio-visual solutions.

About Convergint

Convergint is a global systems integrator focused on delivering results for our customers through unparalleled service excellence.

With 20-years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

About the role

The Service Delivery Team Leader is responsible for maximising customer satisfaction by effectively executing all Convergint commitments on Customer Service Programs (CSPs), time and material, parts sales and other service duties, including minor projects.

The role is responsible for the effective management of resources, costs, safety, quality assurance and customer satisfaction for the delivery and expansion of the existing service base. The position typically supervises Field Technicians, Service Technicians, Scheduling Coordinators, in all aspects of service delivery.

Your responsibilities will include

• Overseeing all elements of job and contract management, including resource scheduling, material procurement and/or cost control. Proactively communicate project schedules, project change proposals and related project activities on a regular basis with the customer and seek to continuously improve customer satisfaction.
• Maintaining good customer relations, including prompt response to customer requests and maintaining frequent customer contact.
• The administration of jobsite services, and/or colleagues who support estimating, pricing, quoting, order processing, service billings and collections. Carefully monitors all financial aspects at each step of the project (costing, invoicing, billing time, revenue, margins, etc.).
• In collaboration with Sales, ensure timely contract renewal process is in place. Cultivates and maintains existing accounts and actively pursue new service and system expansion opportunities with existing service base. Ensures renewals for expiring contracts for accounts without an assigned Account Executive.
• Effectively communicating project requirements to project team and wider organisation as and when required and maintains accurate and up to date records of job status, job changes, material flow and other control records necessary for processing of internal and external reports.
• Supervises colleagues in a manner that maintains morale, skills proficiency and productivity, including mentoring, coaching and development of colleagues.

What we're looking for

• 2 - 5 years experience in the service industry – in one or more of the following industries preferred: electronic, audio visual, fire alarm & life safety, building automation, and/or healthcare.
• Established experience in administration, business or management.
• Minimum of 3 years of previous, field service, project management or relevant engineering experience preferred.
• Security Technical background with ability to discuss issues with the client with the aim of resolving without site attendance required.
• Strong organisational and scheduling skills, with the ability to manage competing priorities.
• Excellent communication skills (both customer-facing and internal).
• Advanced financial analytical skills including cost control.
• Customer-focused with a professional and solutions-oriented approach.
• Previous service supervisory experience desirable.
• Strong team building and facilitation skills, ability to liaise and align with other department leaders.
• Developing project management experience in a technical environment (building automation systems, fire alarm systems, audio visual and/or electronic security systems).

Why join us?

• Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realise their maximum potential within the company.
• Opportunities for career progression.
• Training and development provided.
• Great work-life balance.

Ready to take your career to the next level?

If you're a driven and ambitious professional with a passion for customer service and a desire to join an industry leader, we want to hear from you

Click on the apply now button to join our vibrant Convergint team and help shape the future of security and workplace technology.

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Please note that only shortlisted candidates will be contacted.