Head of Service Delivery Jobs recruitment at Siemens AG in Midrand South Africa 2013

 

The continuous improvement of customer satisfaction. Business & delivery responsibility of internal and external LS & VS service business and D-F Projects.  Contributing to financial departmental budget and control of operating costs.

Experience:
Experience in the field of customer service and D-F projects with a strong focus on customer satisfaction and the delivery of world class service to Industry Customers
Project management experience. Customer Relationship Management, Training, Logistics, Order Management & Repairs.
Business management and leadership skills
Experience in dealing with a variety of organisational and personal cultures

Qualifications:
Diploma/Degree in Engineering (Electrical/Electronic/Mechanical) or Commerce

Roles and Responsibilities
Managed Service Delivery Team:
Workplace conditions comply to labour legislation (leave etc)
Timely communication to staff
Work processes aligned to company policy
Service team provided with resources/tools/information in order to perform necessary function as per KPI’s
Customer requirements are met (e.g. technical information provided, advice to staff and customers etc)
Performance Management
PMP as per HR/organisational policy (Staff dialogue complete in first quarter with SMART targets, quarterly monitoring, final evaluation & staff feedback complete in fourth quarter)
Department KPA’s are met and maintained
Performance discrepancies and misconduct are dealt with according to HR and company guidelines
Training needs are identified, documented and met to bridge performance discrepancies and changes in the environment
Reporting
Quotation volumes are monitored against achieved orders as per departmental requirements
Report deadlines are met
Reports are complete and accurate
Monthly reporting on forecasting and major potential orders
Asset Management
Asset register maintained as per organisational requirements
Asset maintenance as per required legislation and organisational requirements
Annual assets audit as per organisational requirements
Managed Budget
Budget prepared annually as per departmental requirements
Monthly monitoring of performance against budget
Corrective action/support taken to achieve budget

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