We are currently assisting our client, a global technology, defence and engineering group, look for a Service Delivery Manager (Communications System) who will lead a team to ensure the smooth and efficient operation of the system through regular maintenance and upkeep.
Responsibilities
- Managing service delivery team : Managing a team of technicians and engineers who are responsible for installing, configuring, and maintaining the communication system. Ensure that the team is properly trained and equipped to deliver the service to customers
- Managing customer relationships : Building and maintaining strong relationships with customers. Understanding their needs and expectations and ensuring that the system is meeting those needs
- Ensuring service delivery meets quality standards : Ensuring that the service delivery meets the quality standards set by the Authority. Monitoring performance metrics, identifying areas for improvement, and implementing corrective actions as necessary
- Managing service delivery budgets : Managing service delivery budgets, including resource allocation, cost management, and revenue forecasting
- Managing service delivery contracts : Managing service delivery contracts with customers. Negotiating terms, ensuring compliance with contractual obligations, and managing customer expectations
- Managing service delivery risks : Identifying and managing risks associated with service delivery. Developing risk management plans and implementing mitigation strategies to minimize the impact of risks on service delivery
- Regular Maintenance: Ensuring that the communication system is properly maintained on a regular basis. Conducting routine checks, inspections, and preventative maintenance to ensure that the system is operating at peak performance
- Fault and Repair Diagnosis: Repairing faults in the communication system. Troubleshooting, testing, and repairing any equipment or software malfunctions that may occur
- Spare Parts Management : Managing spare parts and equipment required for the communication system. Maintaining an inventory of spare parts, ensuring that the required parts are available when needed, and ordering new parts as required
- Performance Monitoring : Monitoring the performance of the communication system. Conducting regular tests and measurements to ensure that the system is operating within specified parameters and identifying and resolving any issues that may arise
- Safety Compliance : Ensuring that the communication system meets all safety regulations and standards. Ensuring that all equipment and installations are in compliance with safety codes, regulations, and standards.
Requirements
- Degree in Electrical, Electronic Engineering degree; or equivalent work experience
- Strong customer orientation and able to manage customer expectations
- Experience managing external vendors, commercial negotiations
- Good financial and people leadership skills
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
- Comfortable working in a matrixed organisation with excellent communication and networking skills – able to effectively manage and influence senior leaders as well as a broad range of stakeholder
- Ability to manage risk, and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively
- Strong collaboration skills to build teams across business boundaries
- Ability to drive operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality
- Willing to perform standby/recall duties as required
