Service Delivery Manager

2 weeks ago

Petaling Jaya, Selangor, Malaysia Johnson Controls, Inc. Full time

The Service Delivery Manager is responsible for the day-to-day management of people, customer requests, and systems to ensure KPI's and Service Levels are met. This includes planned/unplanned technician scheduling & dispatching management, customer service requests coordination (from initiation to completion), parts management, prompt billings, and ensuring the accounts receivables are managed in a timely manner. The SDM impacts segment income with appropriate use of labor resources, managing maintenance contracts, and ad-hoc job margins.

How you will do it:

  • Lead and coordinate with the assigned teams of engineers/technicians in the daily operations scheduling ensuring resources are optimized.
  • Must obtain a complete understanding of all customers' contractual agreements to drive the fulfillment of requests and services within the SLA and to facilitate accurate financial forecasting.
  • Manage and communicate with key personnel on daily operational support.
  • Engage with customers and/or vendors to ensure smooth delivery of services.
  • Manage all escalations and complaints with appropriate priority and diligence.
  • Assess situations, issues and opportunities and escalate when appropriate.
  • Work closely with the contractual salesperson to ensure timely renewal of contracts.
  • Identify operational gaps and drive to ensure closure, both internally and externally.
  • Ensure planned activities are executed within the allocated budget.
  • Ensure the availability of parts to facilitate the scheduling and execution in a timely manner.
  • Prepare and present the financial forecasting and resources capacity planning for assigned teams and discuss critical account information pertinent to current profitability status in weekly cadence sessions.
  • Coordinate with colleagues to ensure best practice and continuous improvement in the service delivery to the organization.
  • Responsible for timely deliveries and tracking.
  • Any other ad-hoc duties as required.

What we look for:

  • Degree preferred with industry experience managing service operations and/or service scheduling.
  • Proficient in English with excellent oral and written communication skills.
  • Leads by example and is a role model. Ability to influence and guide individuals and groups towards achieving their goals.
  • Excellent attention to detail.
  • Excellent time management, decision making, prioritization, and organization skills.
  • Strong people management, profit and loss management skills.
  • Good grasp of financial concepts and procurement processes.
  • Effective command of MS Office software including Outlook, Word, and Excel.
  • Capable of working efficiently in a fast-paced environment and under pressure.
  • Ability to work independently and possess good team spirit.
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