Service Delivery Manager

The Service Delivery Manager (SDM) is a member of the Clients National Accounts Team reporting into the National Service Delivery Manager, managing larger accounts. The SDM will be working primarily in the service and energy efficiency domain ensuring solutions and services sold by Client are delivered to agreed KPIs/SLAs/Customers satisfaction. The SDM will ensure that the deliverables achieve best in class to maintain and enhance services with the client base.

This role will be home based but may be expected to spend time at client head offices therefore a certain amount of travel and overnight stays may be expected. An key account is based in the Midlands and this role will expected to support that account for c.2days per week.

The SDM will be expected to act as Clients representative, often dealing with high-level stakeholders, within the BMS client portfolio. The SDM will be acting as the single point of contact for each assigned client and will have to engage with internal stakeholders to achieve high levels of customer satisfaction, review and improve processes, be an esclation point, conduct route cause of failures and act as a trusted consultant.

As the products and services sold will be primarily BMS servicing and energy efficiency, experience within the respective industries would be advantageous.

Often the SDM will be dealing with a non-technical audience so will have the ability to soak up knowledge and present the information appropriately to the audience.

Energy & Service Operations

• Work with internal and external teams to meet and exceed contracted performance targets and deliverables.
• Carry out route cause analysis relating to any incidents, KPI or SLA failures.
• Research and use data to analyse equipment and critical failure rates.
• Under direction, assist in the delivery of compliance-based services and audits.
• Build, develop and deliver reporting and project trackers using Client and propriety systems, relating to maintenance and energy.
• Act as an escalation point (usually in Normal Working Hours but occasionally outside of these hours) to resolve any urgent issues.
• Act as a consultant and client trusted advisor, providing solutions and advice on Client and other products, often with impartiality.
• Build databases, analyse and interpret technical data to assist in the provision and development of Client  solutions and products.

Commercial Management

• Assist in the management of P&L’s ensuring margins are maintained and provide relevant information and reports to the Head of Service Delivery.
• Deliver account growth, identifying and improve revenue for Client.
• Be able to resolve financial dispute, aged debt issues and other financial escalations.
• Assist in the development of business cases, providing supporting information and data to calculate Returns on Investments and costs.

General/Client Management

• Build strong productive working relationships with internally and externally mapped customers.
• Promote an excellent customer satisfaction environment through trust, effective communication and problem ownership.
• Produce bespoke reporting for internal and external stakeholders.
• Be able to work and manage solutions for the key accounts by consulting with specialists in the relevant Building Services or other disciplines.
• Continually monitor processes, providing and implementing improvements where necessary.
• Build and maintain account and service improvement plans.
• Ensure the H&S of all Client employees.

Desired Skills

·     Task Ownership

·     Organisational/process management skills

·     Able to demonstrate insight, tact, political acumen and diplomacy skills

·      Able to research and analyse data

·     Strong communication skills, both in writing and orally to present complex technical information clearly and concisely to technical and non-technical stakeholders

·     Is able to absorb new technical information and apply the knowledge effectively

·     Is customer oriented, eager to learn, reliable, dynamic, adaptable, motivated, flexible and a service-minded professional

·     Negotiating

·     Honesty/integrity

Desirable Qualifications

·       Health & Safety

·       Highly proficient in Microsoft Office or other proprietary systems

·       Experience of databases or other information points

·       Lean Six Sigma or similar principles

·       Contract/Commercial Management/Business Acumen

·       Energy Compliance reporting

·       Energy Management qualifications as appropriate

·       Technical Qualifications in Mechanical, Electrical or Controls Engineering

To apply for this role please send your CV to gmcconville@rccconnect.com or call 07957 233950