Service Delivery Manager Munster

Chase Resourcing are delighted to announce we are recruiting an Service Delivery Manager for our client in Dublin.

The purpose of this job is to deliver improved and consistent customer service through people management, service delivery and cost control.

Job Responsibilities of Service Delivery Manager

• To be the primary contact and handle customer enquiries and technical expertise for all aspects of the companies testing services to ensure the highest quality customer service.
• To be accountable for customer satisfaction, notably through ensuring good reporting turnaround times and a rapid follow up of customer communications.
• To grow sales through intimate customer knowledge, up selling actions and serviceability.
• Be a key leader for the company’s aged debt chasing.
• Identify continual improvement in the customers overall experience with the company by liaising with internal departments within the company to ensure we meet our clients demands in a cost effective manner.
• Actively manage contracts through regular phone/email contact.
• To have a basic understanding of costing and pricing strategies in order to prepare and update quotations and project specifications for customers.
• To work closely with the sales team in customer retention and development.
• Where suitably qualified or trained, the reporting and interpretation of results.
• To be familiar with customer specific requirements and retailer standards
• Keep up to date with current techniques, topics and legislation and actively inform the customer of any relevant changes to the laboratories INAB accreditation.
• Decision-making is in line with completed internal training.

Leadership

Builds Client Allegiance

• Is dedicated to meeting the expectations and requirements of internal and external clients.
• Builds a client-centric focus within the organization by ensuring that internal processes are designed with the client in mind.
• Gets first hand client information and uses it for improvements in services and products.
• Understands clients’ concerns and critical problems, and demonstrates that solving their problems is a top priority.
• Regularly calibrates performance against client requirements and expectations.
• Builds long-term relationships with clients by understanding and anticipating their current and future needs.
• Meets commitments and ensures that deliverables are completed on time.

Drives Growth

• Works to meet business goals set by management (e.g., manages to a budget, meets sales quotas, on-time delivery, quality requirements, key business metrics).
• Takes numerous, sustained actions over time in the face of obstacles to reach growth goal(s).
• Works towards implicit standards of excellence in the pursuit of growth.
• Shows passion and commitment through a strong drive for results.
• Uses own specific methods of measuring outcomes against a standard of excellence
• Willing to take responsible risks to achieve results.

Leverages Business Acumen

• Demonstrates broad business knowledge and keeps business knowledge current.
• Makes internal adjustments to position the organization more competitively in existing and new markets.
• Analyzes external business data and identifies key strategic issues/factors that will affect decision-making.
• Uses internal operating plan reviews and financial models to guide decision-making.
• Effectively adapts plans to changing market conditions as necessary.
• Incorporates contingency planning into strategies.

Communicates Openly

• Encourages open communication and expression of ideas and opinions.
• Communicates effectively to upper management and co-workers.
• Openly communicates issues or problems in the interest of the business success.
• States opinions in a manner that encourages dialog, rather than intimidating others.
• Creates relationships for the purposes of enhancing internal support bases as well as gathering and disseminating information, ideas, plans, and strategies.

Develops people including self

Self-Development

• Establishes professional development goals.
• Seeks out and pursues development opportunities for personal growth (e.g., interpersonal skills, leadership skills).
• Seeks ideas and feedback from manager and co-workers and takes action to enhance performance based on experiences and feedback.
• Pursues opportunities to master new technical skills and enhance business knowledge.
• Participates in on-the-job training and developmental assignments.
• Applies new information, procedures, or principles to perform job duties.

Focus on Continuous Learning

• Demonstrates personal learning, encourages learning in others and is a verbal champion for learning.
• Questions the status quo and asks how things can be done more effectively.
• Compares existing conditions with established standards and takes actions.
• Encourages innovation and makes it safe to bring forth unique and different ideas.
• Looks at other business units, divisions, or outside of the company to discover best practices for accomplishing results.
• Analyzes service and quality procedures to identify gaps and takes corrective action within own function.

Builds Organisational Relationships

• Promotes collaboration and remove obstacles to teamwork across the organization.
• Cultivates a broad network to exchange ideas and rally support.
• Leverages internal relationships to acquire needed data and achieve goals.
• Acts to preserve relationships, even under difficult circumstances.
• Willing to modify own objectives to the objectives of the organization or team.
• Values, solicits, and uses others input.

Values

Customer Focus

• Delivering customer satisfaction by listening to and exceeding customer expectations
• Adding value for our customers through our services
• Seeking innovative solutions to help our customers achieve their goals

Quality

• Delivering quality in all our work; providing accurate results on time
• Using the best appropriate technology and methods
• Seeking to improve or change our processes for the better

Competence & Team Spirit

• Employing a team of talented and competent staff
• Investing in training and creating good career opportunities
• Recognising and encouraging outstanding performance

Integrity

• Behaving ethically in all our business and financial activities
• Demonstrating respect towards our customers and our staff
• Operating responsible environmental policies

Requirements of Services Delivery Manager

• Bachelor’s degree or diploma in a relevant discipline.
• Experience in Sales, Customer Service and Logistics required
• Good commercial awareness and business acumen.
• Good communication skills both internally and externally.
• Ability to understand clients requirements and to be able to devise and articulate the most appropriate solutions.
• Well-organised with good project management skills.
• Passionate about quality and client service.

If you are interested in the position of Services Delivery Manager please send a copy of your CV to ellen.osullivan@chase.ie or call 066 9762007