As a Service Delivery Manager, you are in a client facing and Customer Engineer
district and staff activities, solving common and complex business and technical
issues within established policies.
Responsible for business operational and
financial performance, customer satisfaction, retention and growth.
Provides
guidance for process improvements and recommends changes in alignment with
business tactics and strategy for the Enterprise Support team.
Responsible for all
Contractual & Support Services business for the customers.
Manage Hemmersbach service delivery of the Field Engineers.
Responsible for providing reactive and proactive support according to contractual
SLAs.
Responsible for deploying projects, new tools and initiatives.
Responsible for managing operations measured through scorecard performance.
Manage overall cost of delivery and financial performance of the business by
validating and approving overtime, mileage and expense requests.
Create shift schedules for team to reduce overtime.
Minimize parts write off costs through Supply
Chain review, audits and management.
Ensure Capacity and Capability of theOnsite Services team.
Maintain Productivity Index for the Onsite Services team.
Check for opportunities
for CEs to work on other project to keep optimised CE productivity.
Responsible for customer satisfaction and overall Total Customer Experience (TCE)
targets.
Provide mentoring, coaching, performance management and leadership to team.
Recruit and support development of direct staff members.
Establish relationship with customers and other functional managers.
Responsible for Scorecard performance and Crosswind analysis and reporting
Organizational Learning incidents and Post Incident Reviews.
Handle customer escalations by escalating and ensuring resolution.
Establishing
root cause and fishbone analysis, perform post incident reviews internally and
externally.
HEMMERSBACH PROVIDES IT INFRASTRUCTURE SERVICES IN MORE THAN 190 COUNTRIES WITH 50+ OWN SUBSIDIARIES.
WE DELIVER EXCLUSIVELY FOR THE LEADING COMPANIES IN THE IT INDUSTRY.
AS PRAGMATIC PROBLEM SOLVERS, WE NOT ONLY ENTHUSE OUR CUSTOMERS, BUT ALSO MAKE THE WORLD A BETTER PLACE:
20% of our profits go into our Direct Actions Hemmersbach Rhino Force and
Hemmersbach Kids Family.
Thats why Hemmersbach is The Social Purpose IT Company.