Service Delivery Manager - HVAC

An excellent opportunity has arisen for a Service Delivery Manager to join a rapidly expanding and very successful HVAC company based in the Hampshire region. This is a fantastic opening for someone to help drive the business forward whilst playing a key role in the implementation of processes and procedures to offer exceptional service delivery.
The Company
The company are one of the leading suppliers of temporary heating, cooling and clean air systems and are enjoying continued success throughout these difficult times. The continued demand and increase in workload leave them looking for a Service Delivery Manager to help expand and drive the business further forward.

The Role
This key strategic role will involve operational leadership and will be responsible for the development and continued improvement of the service delivery and customer service experience.
You will also be responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.
Duties / Responsibilities

• Strategically lead and develop the operational management team to enhance performance by setting clear accountable performance measures
• Responsible for Cost Centre Budgets.
• Create a culture and processes which achieve the business goals and objectives with regards to customer service
• Reduction of the cost to serve
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer
• Use Customer Insight and Root Cause Analytics to identify improvements and present these to the Board/Senior Stakeholder Peers.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
• Define, negotiate, and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.
• Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency
• Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.

Experience

• Extensive experiencing of managing operational customer service teams
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, role. Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment
• Able to interpret MI/BI and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationships skills at all. Able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.

Salary / Package
For the right candidate a very attractive salary / package in offer consisting of the following:
Basic Salary - £50,000 - £60,000 - Monday - Friday (40 hours)
Company Vehicle
Company Pension
33 Days Holiday
Benefits

This is a great opportunity to join a company that can offer a long term career with genuine progression.

Service Delivery Manager - HVAC - Southampton
Service Delivery Manager - HVAC - Southampton
Service Delivery Manager - HVAC - Southampton

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