Service Delivery Manager – Waterford


 

Job description:               Service delivery manager

 Location:                             Waterford HQ

 Reports to:                         General Manager / CEO

 Responsibility:                 Management of service engineers (excluding helpdesk), coordination of all Installations and Field service engineering team – oversight on Install quality, customer satisfaction, time lines, budgets and commercials and Installs billing.

 Salary range:                     Negotiable – plus bonus plus benefits – with potential to move to CTO level and recruit own team over the next 2 years

Person requirements:

  1. Must have a technical background and be able to understand Install process and technical requirements of Install, including time lines and technical complexities, servers installs, migrations projects and Cloud / virtual server environment – typical duration 5 – 40 days
  2. Must be commercially focused, understand utilisation reports, cost per hour and ROI on staff and where required change and redesign scheduling and Technical operations to achieve increased revenues
  3. Ability to manage multiple engineers across multiple Geographic locations – Dublin, Waterford, and Cork
  4. Must have strong customer service/quality of service delivery and understand client expectations – while cost constantly looking to overachieve on service delivery
  5. Must take the job personally, take full responsibility and always strive for 100%
  6. Personality Traits – Strong, analytical, personable, forceful, organised, good attention to detail, expedient, commercial, motivated, quality-driven, procedural and process-oriented, people-centric, driven, persuasive, non-confrontational,

The position will cover the following areas and tasks:

Pre-sales:

  • Assist SAM’s (Sales account managers) with quotations and technical assessments pre quotation stage – Sanity Check, deliverables and the technology being deployed
  • Check and validate time lines for installations based on resources allocated and similar works
  • Select engineers to carry out the job, based on experience and skillsets, attitude, customer service skills
  • Liaise with purchasing and stock control department on good dispatch and work schedule

Schedule field service engineers

  • Oversee the Schedule for Preventative Maintenance calls – 2 months in advance (resource and client side)
  • Coordinate all Installations (small PC installs to larger server projects)
  • Schedule onsite break Fix engineers – coordinate escalations with Helpdesk manager
  • Schedule and manage remote install engineering – Time, tickets, utilisation, and escalations
  • Schedule multiple engineers geographically spread, with commercial and Utilisation focus

Paperwork/information capture:

  • Complete project install details outlining project and tasks and time lines, in consultations with engineering where required
  • Generate Installation tickets including tasks and time lines and assign as required
  • Check install tickets post-install to ensure correct, time and items correct as per SO and clients expectations, review and close ticket
  • Follow up with Clients post Installs to review works carried out, Client feedback and Quality control
  • Check to ensure new clients are captured against process and Config details are input correctly for all new clients being added to the management system (Connectwise)

Customer interaction:

  • Contact client pre-visit and confirm schedule, date, time engineer attending etc.
  • Monitor engineer to ensure attending as scheduled
  • Carry out post install quality review with clients and escalate if required
  • Assume point of contact for clients during Installations and projects – coordinate additions and changes to the project ticket and Sales orders as required
  • Sales enquiries – ensure sales enquiries from clients and engineers are passed to the Sales team and followed up with Client
  • Provide a point of contact for Clients on Installations pre During and Post Installs

Engineering:

  • Carry out ongoing install assessment on engineer’s – Pre, during and post Install
  • Translate the quotation from Sales team into Install specification for engineer
  • Cross-check time lines allocated to the job, per assigning to engineer
  • Provide point of contact during Installation with all engineering teams and clients manage all escalations and feedback to SAM on job progress
  • Manage schedule for on-call engineer, rotas and covers for escalations – including out of hours and on-call escalation, Level 2 and escalations

Accounts and reporting:

  • Present weekly % utilisation reports per engineer for service engineering team (excluding helpdesk), manage any under utilisations per engineer and address as required,
  • Liaise with Purchasing and stock control department on stock levels and engineering requirements
  • Manage SO editing as project changes – coordinate with Purchase for changes/edits and additions
  • Review Install tickets for time, details and accuracy (ensure logged correctly) and cross-check Invoice for all installs, (as part of the Friday process)
  • Measure and report on Customer satisfaction and NPS (Net Promoter Score) statistic’s, per install team

Apply now



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