Overview
Purpose: Service Delivery Manager evaluates, develops, and leads one of the Service Delivery teams to ensure that the organization’s strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets. They develop customer centricity and ensure operational excellence within their team.
Responsibilities
* Set targets and conduct development plan discussions for team members.
* Facilitate information sharing and create a collaborative working environment.
* Drive competence development in the team.
* Represent KONE as one team towards the customer.
* Monitor and lead team performance and KPI adherence.
* Use data to propose ideas for improving customer experience and operational efficiency.
* Plan short- and long-term development.
* Analyze, organize, and optimize team operations.
* Ensure compliance with company policies.
* Manage the team’s operation within budget.
* Ensure adherence to defined global processes.
* Keep team systems updated.
* When necessary, ensure emergency/contingency/crisis recovery plans are in place and conduct periodic drills.
* Implement and ensure proper work of new tools, processes, and systems.
* Meet KPI targets.
* Hire competent resources.
* Onboard and train new colleagues before they perform their activities.
* Continuously improve skill levels through training, coaching, or similar.
* Create a friendly and desirable work environment to minimize turnover.
* Manage customer complaints and follow-up promptly.
Qualifications
* Proven leadership and managerial experience, including coaching, motivation, and team development.
* Experienced Service Management professional.
* Customer-focused, service-oriented mindset.
* Experience in process development and implementation of new practices.
* Good technical experience and IT literacy.
* Fluent in MS Office, Excel, and Word.
* Knowledge of SAP and Salesforce preferred.
* Excellent communication skills in written and spoken English.
Benefits
* Competitive salary.
* 25 days holiday + 8 additional bank holidays.
* 1 volunteering day.
* Pension scheme.
* Development opportunities and reviews.
* Endless support from experienced leaders within the lift & escalators industry.
* Bonus and car.
* Dental insurance, private medical insurance.
* KONE discounts.
* Prolonged disability insurance (PDI).
* Long service awards.
* Hybrid working.
* 24/7 GP support & wellbeing access.
#J-18808-Ljbffr