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1 October 2024

Service Delivery Manager

Are you experienced at managing and motivating technical services teams to meet performance targets and maintain high standards of service delivery?

Do you have experience in overseeing service operations, from initial customer requests to final resolution, ensuring alignment with company policies and customer satisfaction?

Would you be excited to provide strategic advice on service and warranty programs, and collaborate with international teams to address technical and service challenges effectively?

Our client is the world's number one provider of wide-format inkjet printers for the durable graphics market. Based in Frenchs Forest, Sydney, they are seeking a Service Delivery Manager who is experienced in managing service delivery both on-site and in-house, supporting end users, and overseeing service agents while ensuring efficient spare parts management and customer support. You will be responsible for reviewing and improving internal processes, handling warranty approvals, and providing strategic guidance on service programmes. Additionally, the role includes budget management, team training, and certification in line with KPIs.

The role involves overseeing the complete service process, from request to resolution, ensuring timely and efficient support to end users, service agents, and dealers, with a focus on quick, reliable solutions.

Key Responsibilities include:

  • Manage technical services staff
  •  Ensure that members of staff attend their daily tasks as outlined in their respective job description and meet their agreed KPIs
  • Managing and overseeing of service delivery in-house or on-site
  • Providing technical and service support to partners and end users
  • Managing customer technical needs
  • Overseeing service agents’ activities; Spare parts inventory control advice; liaise with their Japan team on technical and strategic service issues
  • Warranty spare parts credit approval
  • Overall overseeing of the service activities and services provided
  • Review and analyse internal service processes
  • Provide strategic advice on service and warranty programs
  • Budget preparation, tracking and targets
  • Management of ongoing team training requirements and certification in accordance with Japanese KPI’s

Ideal candidate:

  • Excellent organisational and problem-solving abilities
  • Strong management skills with the ability to oversee both internal and external personnel
  • Polite and professional
  • Capable of prioritising demands and managing workflow efficiently
  • Proficient computer skills with experience in reporting and directing the Service Team
  • Ability to analyse processes and implement improvements by optimising workflows and eliminating waste
  • Degree or similar training in technical fields, or relevant commercial or practical experience
  • Experience in Wide Format Printing is advantageous

 

If you are an experienced Service Delivery Manager with a passion for management and operations - this could be the perfect role for you.

Due to the volume of applications, we can only reply to candidates who are suitable for our current roles.

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