Offer summary

Qualifications:

Extensive experience in service delivery management, preferably in the heavy plant or construction industry., Strong leadership and team management skills., Exceptional communication and customer service skills., Relevant qualification in business, engineering, or a related field is desirable..

Key responsabilities:

Monitor and drive customer satisfaction through team coaching and issue resolution.

Set and cascade objectives for the team, ensuring performance is reviewed and monitored.

Support continuous improvement in processes and solutions within the service delivery.

Lead and support QESH activities and cover for Service Delivery Manager roles during absences.

Job description

About The Role

SMT GB is looking for a dedicated Regional Service Delivery Manager to oversee our service operations in our North region. This role is crucial in ensuring that our heavy machinery services are delivered to our customers efficiently and effectively, ensuring maximum satisfaction and operational excellence.

This role will either be looking after our Warrington and Immingham depot OR our Newcastle and Stirling depot.

Key Responsibilities:

Monitor and drive customer satisfaction through coaching and development of the team, driving excellence and managing issues, disputes and resolutions through key customer relationships
Setting and cascading organisation, team and individual objectives, ensuring individual and financial performance is reviewed and monitored
Ensure the Customer Support Centres are maintained, acting proactively with property partners
Support and work with wider business to improve the employee life cycle events (recruitment, onboarding, performance/succession/talent management and exit)
Support and implement continuous improvement in relation to process and solutions
Ensure internal communication and collaboration for and between teams is in place and working
Lead and support QESH activity
Support the cover of the Service Delivery Manager roles in times of absence

Requirements

Knowledge, Skills, And Experience

Extensive experience in service delivery management, preferably within the heavy plant or construction industry
Strong leadership and team management skills
Exceptional communication and customer service skills
Proficiency in service delivery methodologies and best practices
Ability to analyse performance data and implement improvements
Strong problem-solving capability with the ability to manage pressure in a dynamic environment

Desirable