Services Delivery Manager

Job Title Services Delivery Manager Job Description

Job title:

Manage all aspects of customer service operations. Your role:

• Lead operational teams to achieve business goals.
• Align activities of teams to support business strategy objectives and contribute to business financial commitments.

• Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements. • Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.

• Identify / develop talent and lead by example to promote a performance culture.
• Respond to escalation requests when receiving management escalations to address customer concerns, or create on demand account escalations in order to manage a customer holistically for 1 or more escalated cases Key performance indicators
• Interacts with the Account Managers per account, to enhance collaboration on management and account escalations.
• Transactional net promoter score
• SLA performance
• First time right
• EBITA
• Employee attrition rate

To succeed in this role, you should have the following skills and experience

• 3-5 years management experience
• Degree Level Education , or equivalent preferably desired in Clinical or Electrical or Computing Systems Engineering. Biomedical Engineer ,
• Experience in customer service management/biomedical with team leading experience,
• Experience with customer management & C-Suite level discussions.
• Strong problem solving skills
• Fluency in English, verbal and written in addition to local language

Employment Equity The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Only apply for this role if you are a South African Citizen by birth or Naturalization prior to the 27 April 1994

How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the companys facilities. Field roles are most effectively done outside of the companys main facilities, generally at the customers or suppliers locations. Indicate if this role is an office/field/onsite role. About Philips We are a health technology company. We built our entire company around the belief that every human matters, and we wont stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If youre interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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Information :

• Company : Philips
• Position : Services Delivery Manager
• Location : Johannesburg, Gauteng
• Country : ZA