Service Delivery Manager

Role Purpose

The role is a key managerial position leading a team of field-based service engineers. The role is primarily based in the field. You are expected to lead, manage, and support a team to ensure that exceptional customer service is delivered across a geographic region operating within a set financial budget. You are expected to manage the performance and development of your field engineers. You are expected to contribute towards improvement initiatives and operational performance enhancements.

Key Measures Of Success & Accountabilities

• Responsible for the customer service delivery across a geographic region against agreed KPI’s.
• Positively contributing to the budgetary performance of the Service operation by maximising opportunities and minimising costs within your team.
• Leading, engaging and motivating your direct team to optimise performance of individuals and teams.
• Identifying, building, and maintaining positive internal and external stakeholder relationships.

Key Enablers (knowledge, Skills And Experience)

• Strong experience in stakeholder management.
• Experience of successfully leading and delivering excellent customer service in a field-based environment.
• Demonstrable people management, leadership, coaching and engagement skills.
• Ability to flex and deliver in a fast-paced environment.
• A solution focussed approach to complex operational problems.
• Experience in effectively managing a range of complex tasks and priorities, simultaneously.
• Proven track record in excellent facilitation, communication and engagement at multiple levels.
• Ability to engage, challenge and influence stakeholders.
• Is commercially astute.

Why work for TIS?

• Competitive basic salary
• Annual Company Bonus Scheme
• Pension – we match up to 7%
• 25 days holiday plus bank holidays
• Company Vehicle and ongoing training provided
• Industry leading Health & Safety and an employee assistance program
• Career progression opportunities
• Our team average 20+ years length of service
• The opportunity to become a valued member of our Winning Team
• Staff referral scheme up to £2,000.00
• Rewards & recognition programmes

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