Service Delivery Manager

Hospital Services Limited; Belfast; On-site; GBP 100,000 - 125,000; Full time

Job summary

A healthcare services company in Belfast is seeking a qualified Service Delivery Manager for an 18-month maternity cover. This role focuses on streamlining service processes and ensuring optimal customer satisfaction through effective management and collaboration across departments. Ideal candidates should have at least 3 years of management experience and a strong commitment to continuous improvement and customer service. Strong data analysis and communication skills are essential for driving effective strategies and processes.

Qualifications

• 3 years management experience including performance reviews and training.
• A continuous improvement mindset and high levels of customer focus.
• Experience of analysis of data and production of reports.

Responsibilities

• Streamline service processes for Service Support Teams.
• Manage the Service Co-ordinator Teams across HSL.
• Control warranty claims and liaise with suppliers.

Skills

Management experience

Customer focus

Data analysis

Process improvement

Strong communication skills

Job description

Service Delivery Manager (18 months maternity cover)

We are currently looking for a Service Delivery Manager to help streamline service processes to ensure that the Service Support Teams have the tools they need to succeed to provide customers with a first class experience.

• Work collaboratively with different departments to ensure that efforts to maintain customer satisfaction are consistent.
• Management of the Service Co-ordinator Teams across HSL to ensure the systems are continually kept up to date
• Management of new Service Parts Controller, development of KPI’s & analysis of data to ensure cost savings.
• Manage the Parts budget
• Support with stock management across HSL, ensure proper controls/procedures are in place, all counts happen & usage is tracked.
• Optimise customer feedback procedures and leverage key success metrics to drive customer satisfaction & operational success.
• Continuous improvement of all Customer Service systems and processes across HSL.
• Integration of MDI service business into HSL processes and procedures and management of the MDI service controllers.
• Analysis of Service data and preparation of reports.
• Manage the parts budget for stock and breakdowns.
• Manage the preparation of service agreements to ensure customer service and departmental success.
• Liaise with service manager to ensure management of allocation of jobs to ensure optimal utilisation of engineers.
• Establish performance standards, measures & KPI’s & monitor and analyse on a monthly basis.
• Control of warranty claims & liaise with suppliers to control costshashtags and the delivery of key metrics of the process, and ensuring the return processes are followed correctly.
• Management of service budget.
• Completion of annual survey & all adhoc surveys.
• Ensure all training and calibration records are kept up to date.
• Maintain records to ensure Company compliance including ISO standards.
• When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
• Promote a customer-centric business approach.

Ideal Candidate:

• 3 years management experience including performance reviews, training, etc.
• A memastikan continual improvement mindset and high levels of customer focus.
• Strong experience of working & improving systems.
• Experience of analysis of data and production of reports.
• Experience of delivering cost savings through analysis of data and continual improvements.
• Experience of working with internal and external partners to drive service excellence.
• A strong focus on outstanding service and ideally prior experience of driving significant improvements in service delivery.
• Ability to drive change and process improvement
• Strong attention to detail & communication skills
• Adaptable to change in an evolving environment
• Ability to adopt a hands-on approach as well as lead others