Service Delivery Manager (Central Region-Alabama, Mississippi, Louisiana based)

The role

The Service Delivery Manager is responsible for the seamless delivery of maintenance and services to Toshiba clients. This role involves managing a team of approximately 25 technicians and maintaining relationships with end-users and stakeholders.

What you will do

• Implement plans, programs and processes to meet revenue and Maintenance Gross Profit objectives.
• Manage key cost drivers including Labor, Overtime, inventory, parts usage, Fleet Management, Vendor management and Travel.
• Assist District teams in delivering customer satisfaction through Service Break-fix, Installation, and Health Check activities.
• Monitor Service Technician productivity, utilization and scheduling.
• Assess manpower needs to support contractual obligations.
• Support the development of high functioning teams and identify developmental needs.
• Support efficient and effective on-boarding of new resources.
• Coach and develop team members to reach their potential.
• Address conflict resolution issues in a timely and respectful way.
• Lead customer meetings delivering service result reports.

Required qualifications

• 3+ years leading and developing employees
• Strong leadership and crisis management skills
• Ability to understand high-level technology concepts and communicate to non-IT managers and senior managers
• Strong interpersonal and relationship building skills
• Aptitude for POSTIVIE, team-oriented and competitive environments
• Skilled and innovative in driving new business opportunities
• Ability to deliver service results to meet SLA objectives while maintaining a profit
• Skilled in people management, organizational capabilities, and building successful teams
• Able to develop and maintain a very flexible schedule for technicians
• Ability to lead and drive customer meetings
• Ability to work in a very fluid and demanding working environment
• Capabilities across the Microsoft suite of applications (Excel, PowerPoint, Word, etc.)

Nice to have

• Bachelor’s Degree preferred with 5+ years of progressive experience and demonstrated success/knowledge

Benefits

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Company provided life insurance
• Employee discounts
• Generous paid holiday schedule
• Paid vacation
• Sick/personal days

Before you apply

• This job opening is not eligible for immigration/work visa sponsorship
• Candidates will be required to live in within the servicing territory which includes Alabama, Mississippi & Louisiana areas

About the company

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to brands like Walmart, Kroger, and Costco.