Overview

Service Delivery Lead
Location – Chertsey- Surrey
Salary – £33,000 – 38,000 PA
Duration – Permanent
Benefits: Car allowance £5,300, OT Bi-annual bonus, Income Protection – 50% of monthly salary for 5 years (benefit basis increases to 75% upon 2 years’ service) Pension – DC Scheme – Employer contribution 8.5%, Employee 4% min, Life Assurance – 4 x salary, a volunteering day each year, Flexible Benefits – £50 per month contribution – this includes travel insurance, gym membership, payroll giving, season ticket loan facility, taste card, dental insurance, Holiday – 25 days per annum plus bank holidays
Access to staff sales discount and Access to Reward Plus discount shopping

Summary of a Service Delivery Lead
This role is to lead the MX side of the Service Delivery team, by supplying the technical content to all partners, through the technical team, which allows those functions to offer the best solution to the clients customers, plus supervising the MX network of partners, from an administrative point of view and face to face field management.

Responsibilities of a Service Delivery Lead
• Deliver the results to target on the main important metrics
• Customer Repeat Repair Ratio
• Customer Satisfaction
• Supervise and Manage Service Cost Ratio
• Excessive Long Term Pending
• Technical Bulletin Adherence
• OCTA and PBA high usage
• Being responsible for the management of the pending Work In Progress (WIP), ensuring all aged jobs are completed as soon as possible, through the network support function and field team
• Day to day management within the MX field, that can offer a flexible, consistent and great customer service offering, delivering repairs first time and on time, whilst following brand guidelines at all times
• Support the adoption of component level repair within the MX network, to provide reduced costs, as well as better solution for customers, by providing the technical tools and know-how to make it happen, learning from Ireland operation
• Presenting all changes and expectations out to the network of partners, which are consistent and acknowledged broad of contract management and conferences
• Work with the MX experts in the team to understand and deployable of the technical content to aid the Field applications
• Support the gathering, analysis and sharing of quality insight on products to the relevant partners and local teams, through feedback from the Field Network
• Support the quick feedback and actioning of information in relation to Customer Insight verbatim, PL cases, Escalations etc
• Ensure that audits are carried out in line with HQ/ECSO expectations, with corrective actions completed as per guidelines

Key competencies of a Service Delivery Lead
• Proven track record in management of a team with multifaceted strengths
• Worked within a large organisation
• Able to communicate across multiple platforms at a senior level
• Good social skills
• Good attention to detail
• Self-motivated and able to work with minimum direction
• Prepared to challenge the Status Quo
• Able to empower a team
• Hard skills/experience required
• Understanding of technology, retail industry and the support industry
• Degree level education
• Knowledge of Microsoft Office Suite
• Worked within a multi-cultural environment
• Upbeat and enthusiastic about technology

Please note: As you can appreciate we are currently overwhelmed with applications and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion.
March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas and completing relevant tests and a full competency based interview.
Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant- Charlie Shepherd

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