Service Delivery Manager

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.

Service Delivery Manager develops customer centricity and ensures operational excellence in their team.

Responsibilities & Key Activities

General Manager responsibilities

• People management e.g., setting targets, conducting development plan discussions for team members
• Facilitates information sharing and creates collaborative working environment
• Drives competence development in the team
• Drives behavior to represent KONE as one team towards the customer
• Monitors and leads the performance and KPI adherence of the team
• Uses data to bring forward ideas to improve customer experience and operational efficiency
• Keeps an eye on short and long-term development

Analyse, organise and optimise Teams operations 

• Ensures team’s compliance with company policies 
• Manages the team’s operation within budget 
• Ensures processes are followed according to defined global processes
• Understands and keeps updated on teams’ systems 
• When relevant to the team, ensures emergency/contingency/crisis* recovery plans are in place and conducts periodic drills 
• Implements and ensure proper working of new tools/processes/system 
• Meets KPI targets 

Manage Team members 

• Ensures hiring of competent resources
• Ensures new colleagues are properly onboarded and trained before performing their activities
• Ensures continuous improvement of skill levels through training, coaching, or similar
• Creates a friendly and desirable working environment to minimize turnover rate 

Customer Management 

• Ensures complaints are promptly replied to and followed up 

Entry Requirements

• Proven leadership and managerial experience, including coaching, motivation, and team development
• Experienced Service Management professional
• Customer-focused, service-oriented mind-set
• Experience in process development and implementation of new practices
• Good technical experience
• IT literacy. Fluent in MS Office, Excel, and Word skills. SAP & Salesforce knowledge preferable.

• Good communication skills in both written & spoken English.

What KONE can offer:

We offer a Competitive Salary, 25 days holiday and 8 additional Bank Holidays, 1 Volunteering Day, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift & escalators industry, Bonus, Car, Dental Insurance, Private Medical Insurance, Kone Discounts, Prolonged Disability Insurance (PDI), Long Service Awards, Hybrid Working, 24/7 GP Support & Wellbeing Access.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://careers.kone.com/en/