Service Delivery Manager

About Sonasafe:
Sonasafe is a cutting-edge proximity awareness solution designed to enhance health and safety in environments where materials handling equipment is used. Our system, developed in Tauranga, is installed on fleets of materials handling equipment, and monitored remotely. We work with third-party installers and support resellers and partners in New Zealand and Australia to ensure our clients receive the highest level of service and support. Our focus is on mitigating the risks associated with people working around materials handling equipment in ports, warehouses, and heavy industry.

Position Overview:
The Service Delivery Manager will be responsible for overseeing the installation, support, and maintenance of Sonasafe systems across multiple clients. This role will ensure that all service level agreements (SLAs) are met and that customers receive exceptional service. The Service Delivery Manager will lead the Service Delivery team and is expected to collaborate with resellers and partners to deliver seamless service and support to our clients in New Zealand and Australia.

Key Responsibilities:

• Service Delivery Management:
• Customer Relationship Management:
• Oversee the end-to-end service delivery process for Sonasafe systems.
• Work with engineering and installations to ensure all installations and support services meet the defined SLAs.
• Overseeing the monitoring of performance and reliability of installed systems.
• Managing service delivery schedules, finances, and budgets
• Serve as the primary point of contact for customers regarding service-related issues.
• Develop and maintain strong relationships with clients, ensuring their needs are met promptly and effectively.
• Handle escalations and ensure timely resolution of customer issues.
• Assessing customer feedback and looking at ways to establish, improve and refine services

• Partner and Reseller Coordination:
  • Coordinate with support resellers in Australia.
  • Provide training and resources to partners to ensure they can effectively support Sonasafe systems.
  • Monitor and evaluate the performance of partners and resellers.

• Health and Safety Compliance:
  • Ensure all service delivery activities comply with health and safety regulations.
  • Promote a culture of safety within the service delivery team and among partners.

• Staff  Management:
  • Leading the service delivery team and ensuring the teams processes and tasks are carried out efficiently.
  • Advising and coaching team members

Qualifications:

• Proven experience in service delivery management, preferably in a technology or industrial setting.
• Strong understanding of health and safety regulations related to materials handling equipment.
• Excellent communication and interpersonal skills with the ability to work with other parts of the business as a team.
• Ability to manage multiple stakeholders and build strong relationships.
• Strong problem-solving skills and the ability to handle escalations effectively.
• Experience with remote monitoring systems and service level agreements would be ideal.

Preferred Qualifications:

• Experience in the materials handling industry or a related field.
• Familiarity with proximity awareness solutions or similar technologies.