NCS is proud to be one of the largest office technology providers in the UK and as such have strong relationships with some of the world’s leading manufacturers which include Mitel, Panasonic, Lexmark, Toshiba and many more.
We are currently recruiting for a Service Delivery Manager to join and manage our Service, Billing and SOP Team within the Glasgow Head Office. Reporting to the Group Service Director, the Service Delivery Manager will assist in the smooth running of our busy Service, Billing and SOP Departments.
Main duties will include, but are not limited to, the following:
1. Identify additional areas for profitable delivery
2. Ensure accurate and transparent reporting
3. Ensure processes are in place and working effectively to deliver customer satisfaction
4. Lead the engineering teams effectively, providing clear direction to ensure people are working to common goals
5. Hold regular team meetings to include process, resource, and site reviews, with gap analysis, and business improvement recommendations
6. Conduct vehicle, equipment & process audits to inspect and document engineers' van stock and equipment
7. Carry out checks to ensure that engineers are treating NCS products, equipment, and their personal safety in line with company policies
8. Follow up all client escalations relating to service engineering issues and quality of delivery as required
9. Ensure Engineers are fully trained and compliant by managing a training and competencies matrix
10. Identify training needs across all divisions
11. Ensure staff can efficiently and effectively address customer and company needs
12. Operate to the highest business standards, manage risk and protect the NCS brand
13. Lead compliance and implementation of NCS values, principles, initiatives and governance requirements throughout the Regions
14. Manage the Field Engineering teams to keep operational costs to a minimum and within budget
15. Provide customer-facing support on compliance delivery for service contracts as required
16. Support the Planned Services Manager to ensure that all properties & assets have the required level of planned maintenance and remain compliant
17. Ensure consistent and accurate reports are produced which indicate the completion of related works and SLAs are being met
18. Work with existing managers to improve efficiency and resolve issues on any client contract
19. Ensure timely feedback of updates and information for NCS customers and attend customer meetings if required
20. Ensure maximum productivity of the administration team to prevent records from not being obtained or checked over the course of a reporting period
21. Promote best practice, competence, and continuous improvement in all aspects of NCS service delivery
22. Ensure adherence to KPI service level thresholds or otherwise provide mitigation for related contracts
23. Support the business Service strategy and to deliver the required customer service and financial performance
Skills and Abilities
1. Knowledge of Excel is desirable
2. Excellent organisational skills with the ability to prioritise
3. High working standards, accuracy in output of work
4. Ability to work as part of a team and to your own initiative
5. Excellent communication skills, written and verbal
6. Able to work under pressure to tight deadlines
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