Service Delivery jobs in United States

Ocular is an Independent Security Systems Integrator, with expertise built over four decades delivering security solutions for high-security, public space, transport, and infrastructure projects throughout the UK and Ireland. Committed to building long-lasting customer relationships, we do so by delivering an exceptional service - every step of the way.

Ocular has built strong partnerships with leading technology providers to enable us to keep at the forefront of technological advances and deliver innovative and reliable solutions that are, tailored to every customer’s needs.

As the senior manager in the service department, this role has full operational and commercial responsibility for this department. Through strong leadership, the National Service Manager will provide clear objectives, plans and processes to ensure the service team is fully resourced, engaged, and capable to efficiently deliver a class‑leading service proposition to our customers’ expectations and service level agreements, whilst doing so within any contractual frameworks, in line with company policies and procedures, and within budget.

• Delivering a class‑leading service; manage, review, and maintain a suite of KPI’s to achieve and exceed customer, financial and operational objectives.
• Build, develop, and manage a high performing team; leveraging existing skills and further developing our in‑house capabilities.
• Budget responsibility for the service department.
• Provide support and leadership to the service managers and wider service team.
• Develop and maintain strong relationships with customers, seeking to better understand our customers’ requirements to facilitate improved retention and grow our customer portfolio.
• Ensure robust cost controls are in place, managed and reported; incl labour, materials, and sub‑contracted services.
• Develop and deliver strategies to increase existing service revenues through innovative offerings, upselling, asset management planning and lifecycle tracking.
• Undertake regular ‘customer’ temperature checks and deploy strategies to improve any areas of concern as necessary.
• Lead and promote on Health, Safety and Quality policies, procedures and working practices.
• Continually review and improve service performance levels, benchmarking where applicable.
• Manage and coordinate the Master Production Schedule (MPS), ensuring accurate production planning and identify early indications of any anomalies.
• Embed Quality Management Systems in all service delivery processes, such as ‘Right First Time (RFT) and other LEAN management techniques.
• Through improved planning, innovation, and technology, drive the efficient and effective use of service resources, minimising downtime and maximising productivity.
• Produce and provide business reports to the senior management team.
• Lead on the recruitment of service department vacancies.
• Produce and manage training plans, including skill gap analysis plans and succession plans.

Qualifications & Experience

• Degree or equivalent professional qualification preferable.
• A minimum of five years’ experience leading a function of similar scale
• Strong budgetary understanding and an ability to manage multiple channels with a diverse set of variables to achieve quality service within budget.
• Proven experience of realising operational efficiencies in a service function.
• Excellent written and communication skills.
• Driving licence.

Skills & Personal Qualities

• Customer focused, with the ability to engage and influence customers at a senior level.
• Demonstrable breadth and depth of service delivery expertise, preferably within a security integration, facilities management, M&E or technology environment.
• Commercially proficient; managing costs, driving efficiencies, and improving margin.
• Strong Leadership skills, developing people and producing high performing teams.
• Drive operational excellence and deliver a ‘Right First Time’ philosophy.
• Strong development and change management focus - advocate of developing employees, teams, and business opportunities.
• Self-starter that can multi-task in a demanding UK-wide, geographic environment.
• Strong planning mind-set with excellent organisational skills.
• A willingness to own and drive an entire business function.
• Focused, disciplined, energetic and results orientated.
• Ability to influence and communicate effectively at all levels of the business.
• Excellent judgment and decision-making ability.

We offer a range of benefits that help make Ocular a great place to work. Please note that benefits may vary depending on region and role.

• Flexible Working, Around Core Hours
• Life Assurance (4 x Annual Salary)
• Carry Over Holidays (Up To 5)
• Reward & Recognition Programme
• Long Service Rewards

Learning & Development

Our focus is on providing a framework for development, which goes beyond just attending training courses and obtaining qualifications.

Instead, it includes coaching and mentoring support, helping you to reach your full potential, and providing recognition for a job well done.

Values

Our values underpin everything we do and are centred around how we care about each other, our customers, and the people we protect.

• We Are Human -We look at business in terms of people: our colleagues, our customers, and above all the people we keep safe
• We Are Enterprising -We are creative and innovative; we are solution‑led and relentless in our quest to find the right outcome
• We Are Customer-Driven -We are committed to our customers; our customers’ needs guide everything we do
• We Are Honourable -We do what we say we will do, and we do the right thing

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Ocular.

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development, and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.