Service Delivery Manager - FM
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|Employer:|| APEX Engineering Solutions ||Job Code:||APEX1065_1350578326||Salary Band:||25 000 - 49 999||Salary Details:||£35000 - £40000 per annum||Country:||United Kingdom||City:||West Midlands||Address:||Job Sector:||Renewables||Sub Sector:||Wind||Skill:||Facilities & Property||
Job purpose |
An interesting and challenging opportunity to work for this leading Engineering & FM service provider. A new initiative is being rolled out that requires an experienced Service Manager, capable of coordinating service delivery and field service management for a wide range of contracts and customers, together with proven commercial acumen.
You will be responsible for the efficient operation of Service Delivery within a Helpdesk environment, ensuring the highest quality standards are adhered to in operating a cost cutting exercise; finding solutions to improve the Service Delivery experience and increase profitability; and effective supervision of all staff under their management, including both the helpdesk team and productivity of the engineers.
To manage the delivery of service (planned and reactive) in accordance with promises made to customers within the timescales agreed in the client contracts (SLAs/KPIs), as effectively and cost efficiently as possible. To manage:
*The field service work force activity and productivity, and the helpdesk Service Delivery team;
*Scheduling and Completion of all Field Service Activity (Reactive and Planned)
*Purchasing and delivery of all parts required for works delivered by Field Service;
*Management of subcontractors to deliver service where self delivery not possible, ensuring they meet the SLAs required;
*MI analysis to constantly review the efficiency and effectiveness of Service Delivery;
*To serve customers and engineers effectively and efficiently to provide 24x7 services which will retain customers whilst maintaining profitability targets, measured by customer satisfaction surveys and financial reporting.
*To track quality and volume and produce metrics for service performance, resolving discrepancies and areas that need improvement by delivering a service improvement plan and regular updates to their line manager.
*To seek out, establish and maintain relationships with operational contacts for each client, developing and maintaining knowledge of the customer contracts.
*To manage all aspects of Service Delivery policies, procedures, service standards and initiatives and ensure these are effectively implemented and adhered to consistently by all, measured by KPI reporting and currency of documentation library.
*To be responsible for recruitment, training and development
*To manage the technology (MAXIMO, 360, MOD, PDAs and EDEN) to increase service capability and decrease cost
Knowledge skills & experience
*Previous experience in successfully managing service delivery in a mobile field force environment or service operations role. Knowledge of service delivery in an FM environment highly desirable.
*Educated to degree level or equivalent desirable.
*Experience of working in a service environment driven by customer SLAs, performance measurement and personal work targets essential.
*Knowledge of field work force scheduling systems, process and procedures and experience of scheduling for a field engineering work force highly desirable.
*Knowledge of service experience concepts, and service delivery policies, procedures and their implementation essential.
*Project management and problem management in a complex service environment desirable.
*IT literate in MS Office (particularly Email & Excel), and service desk systems essential.
|Preferred Experience:||5-10 years||Position Type:||Permanent||Job Hours:||Full Time||Mandatory Requirement: National Residency or Valid Work Permit required:||Yes||Required for work/interview immediately:||Yes||Post Date:||18/10/2012||Expiration Date:||17/11/2012|