Service Delivery Manager (Field Maintenance & Repair Centre)

Service Delivery Manager (Field Maintenance & Repair Centre) This role leads the service’s business and operations for the region. The focus of the role is to deliver best in class customer experience, drive financial performance, achieve operational excellence and lead the organization to deliver business outcomes. The Service Manager is accountable for the successful delivery of service to our customers and the profitability of that service, and for building and sustaining relationships with strategic partners, customers and internal stakeholders (local, regional and global) in addition to the day-to-day management of the Singapore and Malaysia service teams including technical field services, product maintenance, customer training and support functions. MAIN RESPONSIBILITIES Customer Focus: Define and optimize customer journey Drive for continuous improvement in Customer Experience, create a vision of “First-Time-Right” experience. Ensure that appropriate and high quality of service standards are met as per Service Level Agreements (SLA), including response time, resolution time, fixed-right first time, customer service survey results, and other service performance indicators. Maintain high rates of support contract capture and retention. Manage customer escalations and ensure effective resolution of customer enquiries and complaints. Deliver monthly management information and reports. Drive alignment with Sales and Business Strategy Work closely with the Sales Management Team in support of key sales activities and key customer activities. Align with sales on renewal and up-sell strategy. Define the service scope during the sales cycle. Ensure that service profitability is maintained, and that risk is adequately managed in the acceptance of new business opportunities. Understand the implications of the country and business strategy and adjust service delivery and priorities as required to meet the business strategy. Deliver targeted annual revenue, contribution and profit. Ensure that direct costs, particularly direct and indirect labour and spares costs, are appropriate for required work levels. Review annual budgets and monthly service forecasts for the business have P&L accountability for overall performance. Organization Development and Leadership Establish and maintain personal development plans for all direct reports. Ensure that adequate and up-to-date skills are maintained by the employee base. Maintain talent matrix identifying staff by current performance, potential. Ensure that direct reports establish and maintain plans for their reports, continuing down the line to each individual staff member. Develop a robust succession plan and development plans for identified candidates. Empower the team and create at least a successor who could take lead as per defined plan. Work to ensure a deep and wide talent pool for promotion to both technical and supervisory positions. Maintain strong relationships across with key managers including Regional Service Management, Product Management, and Finance. Set expectations on performance and give feedback. Manage out underperformers. Services and Operations Management Manage and maintain performance standards in all areas of the service delivery including Customer Call Centers, Help Desks, Contract Administration. Deliver an appropriate level of spare parts sales based on analysis of deployed equipment in-service. Ensure that spares inventory for supporting contracts is managed to the lowest reasonable working capital level adequate to meet customer requirements. Ensure that repair center is leveraged to reduce overall spares costs, generate outside revenue, and fully support field service team needs. Maintain a strong central training capability including monitoring of overall certification level of technical and professional staff. Work to lower the cost of delivery and improve customer experience by leveraging the functions and capabilities of the Central Services Team. Maintain project management, delivery, and implementation capabilities at high standards to deliver infrastructure improvement projects and positive customer experiences. Ensure that all subcontractors meet quality and ethics standards. Establish and maintain relationships with key vendors to the business. Ensure all practices are aligned to processes and procedures. Provide sound advice on business systems and processes. Identify and propose system innovations and process improvements to streamline practices and efficiencies. Work with the wider business to identify cost synergies and process improvements across the business. Deliver improvement actions to address high-incident sites. General / Health & Safety Ensure staff are informed and adhere to Health & Safety requirements in the workplace and are adequately trained to carry out their work safely. Ensure the prompt and accurate reporting, recording and investigation of all workplace incidents and injuries. Ensure all hazards are promptly assessed for their significances and managed according to the hazard management process. Ensure the business maintains proper levels of information control and information security, both internal and relative to customer information that may be within our control or observation. REQUIREMENTS 10 years relevant “hands-on” experience in a customer-facing service delivery role supporting complex solutions including hardware and software. Client centricity and solutions-oriented mindset. Strong Financial and Commercial acumen, knowledge of profit and loss responsibilities. Experience in technical support (Level 1 to L3), project management, technical sales and consultancy. Experience servicing Financial and Retail verticals on payment ecosystem specifically Cash Management solution technologies a plus. Proven track record in leading, motivating and mobilizing teams. Strong analytical and problem-solving skills. Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. Strong communication and interpersonal skills. Proven experience building strong internal and external relationships. Diplomacy, tact, and poise under pressure when working through customer issues. Capable of creating and implementing process and governance leading to a strong and sustainable operations model for the business. Strong negotiation and influencing skills. Knowledge of ERP systems such as Oracle and SAP to manage service financial and operational metrics. Seniority level Mid-Senior level Employment type Full-time Job function IT Services and IT Consulting and Machinery Manufacturing J-18808-Ljbffr

Location: North East, SG

Posted Date: 5/1/2025