Service Delivery Manager

Future Talent Recruitment Ltd
West Sussex
£40,000 per annum + car or car allowance + pension 5%, world class tra
12 Oct 2016
20 Oct 2016
Contract Type
Our client is a leading global systems provider of advanced integrated technology in parking management systems. They develop, manufacture, distribute and service equipment and have a tradition of innovation and invention. They now require a Service Delivery Manager to take full ownership of all service and customer management. In a nutshell you will ensure they provide service excellence across the board to their prestigious customer base. THE ROLE You will act as primary point of contact and be accountable for day-to-day service delivery leading a team of 12 engineers and provide reports and ensure that SLA’s & KPIs are met and where possible maximise. Attend customer service reviews, investigate and solve customers' problems and provide a pro-active approach to customers’ queries. Liaise with senior management to help develop the UK service offering to UK customers. Assist the Project Management team in identifying resources for project related work. Liaise and organise suppliers and sub-contractors on service and project related work as outlined by the customer to pre-agreed specification. Ensure that systems, processes and methodologies are followed to effectively monitor, control and support service delivery. Provide additional technical support to colleagues and assist the Service Director in enhancing the knowledge base of the service team and identifying training requirements. Spare parts management / stock control. Provide support in market research, tender preparation and sales and marketing by identifying sales opportunities and liaising with internal staff to maximise revenue potential. Customer Relation Management - build and maintain strong client relationships. Be a regular contributor and innovator to the continual improvement of service delivery standards and practices for the customer contract. THE INDIVIDUAL You will be a strong communicator, able to lead and develop field service engineering teams, manage service budgets, profitability and cost reduction effectively. You will ideally have experience of service delivery in a 24/7 service environment, meeting SLAs / KPI’s and achieving targets. Commercially astute with a strong commitment to customer service excellence including customer facing skills. You will be a self-motivated and have a positive attitude and desire to continually improve service delivery. You will hold a full UK driving licence and be flexible to work additional hours where necessary and travel throughout UK and Europe with overnight stays. Ideally, but not essentially, you will have a technical qualification, such as City & Guilds 224, 236, NVQ / ONC / OND / HNC or HND or Degree in Electronic / Electrical / Mechanical Engineering or equivalent. Any formal management qualifications or training courses are advantageous. ITIL Foundation or Practitioner certification will be highly advantageous. You could come from the Car Parking sector, Security Systems - CCTV, Alarm / Access Control, Transportation - Revenue / Fare Collection / Ticketing or Biometrics sectors; or perhaps a systems integration organisation or capital equipment manufacturer in the Electro-mechanical markets such as Vending, ATM, Gaming / Leisure, Office Equipment or IT / PC sectors. WHY APPLY? A basic salary of £40,000 p.a. Company car – VW Golf Diesel or similar or Car allowance Pension 5% company contribution 25 days holiday standby payment c. £3900.00 p.a. laptop & mobile. This is an excellent opportunity to join a company that values its employees and rewards innovation. You will be joining a company who have an academy to ensure the high qualification of the employees through intensive training and education. This is an ideal opportunity to further develop your career within an established organisation who can offer prospects globally. This job was originally posted as