Service Delivery Manager - Los Angeles/Orange County, CA

 

POSITION SUMMARY:

The Service Delivery Manager is responsible for the seamless delivery of maintenance and services to Toshiba clients. The Service Delivery Manager will be responsible for personnel management of a team, on average, of 25 technicians. The Service Delivery Manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The Service Delivery Manager responsibilities, which embrace both administrative and technical tasks, are best suited for skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions. A Service Delivery Manager plays a vital role in boosting the customer experience by ensuring the smooth delivery of top-notch maintenance and services that meet customer demands in an effective and cost-efficient manner. The Service Delivery Manager will be working at times in a very high demand and high-pressure environment due to business needs, customer expectations and customer driven situations. The Service Delivery Manager will at times need to think outside of the box to identify solutions that meet both business and customer needs.  Attention to detail, forecasting/planning and being able to react quickly are very important attributes for a successful Service Delivery Manager.

Ideal candidates will live in the Los Angeles or Orange County, CA area and be comfortable working in a remote/virtual environment and be flexible to travel regionally and nationally, as needed.

SALARY RANGE:  $77-90,000 annually

 

RESPONSIBILITIES:

Fiscal Responsibility: Responsible for implementing plans, programs and processes designated to meet and exceed growth objectives in both revenue and oval Maintenance Gross Profit (% and $) Appropriate management of key cost drivers Labor & Overtime, inventory & parts usage, Fleet Management, Vendor management and Travel & other expenditures.  

Customer Satisfaction: Responsible for assisting District teams in developing and maintaining processes and cadences to deliver customer satisfaction through effective and timely delivery of Service Break-fix, Installation, and Health Check activities. While ensuring all contractual obligations are fulfilled on a timely matter, with the goal of increasing the satisfaction of the customer experience. 

Productivity Improvement: Monitor Service Technician productivity and engage with opportunities to improve productivity, utilization and scheduling. Assist in assessing manpower needs to support delivery of contractual obligations. 

Employee Development:  Support the development of high functioning teams by working to continuously improve Maintenance operations and identifying developmental needs across a network of local and area-based team members that will provide support and best practices.  Support efficient and effective on-boarding of new resources. Identification existing team strengths and weakness and develop plans to coach-up and develop each individual team member to reach their potential. Effectively work in a matrix environment by always striving to maintain open communication channels and addressing conflict resolution issues in a timely and respectfully way for all parties involve.

AREAS OF EXPERTISE & SPECIAL SKILLS:

• Bachelor’s Degree preferred with 5+ years of progressive experience and demonstrated success/knowledge 
• 3+ years leading and developing employees
• Strong leadership and crisis management skills
• Ability to understand high-level technology concepts and communicate to non-IT managers and senior managers
• Strong interpersonal and relationship building skills
• Aptitude for POSTIVIE, team-oriented and competitive environments
• Skilled and innovative in driving new business opportunities
• Ability to deliver service results to meet SLA objectives while maintaining a profit
• Skilled in people management, organizational capabilities, and building successful teams
• Able to develop and maintain a very flexible schedule for their technicians allowing them to meet SLA, Installations, and other customer service requirements
• Ability to lead and drive customer meetings delivering service result reports that are good and ones that need improvement
• Ability to look at an issue and see an opportunity and the solution more than just the problem
• Ability to work and a very fluid and demanding working environment
• Ability to empower their people to make good business decisions and coach them when bad ones hav