Service Delivery Manager

Service Delivery Manager 

Greensboro, SC

Exp 2-5 yrs

Deg Bach

Job Description

 To lead our indirect service contractors in all aspects, but especially regarding service performance leadership, growth in technical proficiency, HSE, and development of partner relationships. To provide expertise and motivation in the development of standard work for service excellence. 

To lead our direct, media service & repair team, with a particular focus on driving operational efficiencies and process improvements.

To meet and exceed customer expectations regarding our service experiences and product uptime.

II. Key Responsibilities

Authorized Service Contractors (ASCs)

• Develop relationships with ASC leadership to foster a spirit of partnership, cooperation, and continuous improvement

• Manage the Market Service Manager (MSM) team and provide strategic/tactical direction to ensure correct ASC coverage, capacity, and training

• Develop and sustain Standard Work for ASC management, including adequate target setting, action planning, and performance review processes 

• Drive, motivate, and reward ASC performance with a focus on First Time Fix, Response Time, and Repair Time

Account Management

• Manage the Service Account Manager (SAM) team to provide high value services to our managed maintenance customers for all their in-scope needs. This includes tactical action like resolving dispatching, parts, and payment issues, and strategic action like increasing ASC performance, increasing our margin, meeting customer SLAs (service level agreements) expectations, and showing customers the value of this service

• Manage the Service Account Specialist (SAS) team to provide additional service focus and response to select strategic key accounts

• Partner with GVR sales team to promote service account management as a value selling tool to win additional business and strengthen customer reliance on 

Media Support

• Maintain acceptable operational uptime of the Outcast PumpTop TV and Applause Media systems through prompt and effective field service actions and processes

• Direct responsibility for the Outcast PumpTop TV field support team, repair team, and process improvements

• Indirect responsibility for the Applause Media system field support. Leverage synergies between Outcast PTTV and Applause service resources and systems. Drive ASCs to promptly and correctly respond to Applause issues. 

III. Relationships

This position will report directly to the VP of Service Operations.

Internal Relationships (outside of Service):

• Customer Engagement Managers, Marketing, and Sales – Give and receive insight into specific customer problems, needs, and direction. Cooperate on ASC network needs. Develop a partnership.

• Quality – identify ASC and product quality issues (training, troubleshooting, and methods) and address those in the field

 External Relationships:

• Authorized Service Contractors – Advise and direct ASC relationships

• End Users –Interact with customers to receive feedback and needs

• Verifone (Media Partner) – Collaborate, share data, align expectations, improve processes, deliver uptime 

IV. Measures of Performance

Ensures the success of his/her projects as measured by the items below.

• ASC performance – documented improvement in contractor performance as measured by First Time Fix, Response Time, and Repair time

• ASC network – ensure correct ASC coverage by region, customer, product, demand, and training

• Managed maintenance – grow GVR margin while maintaining customer satisfaction and GVR revenue

• Media network uptime in the field

• Relationship – strengthening ASC and customer relationships with GVR

• Successfully identify problems and opportunities, monetize the importance to the customer and to the GVR business, and to present creative solutions for business growth and enhanced Service

V. Background and Skill

• Bachelor’s Degree required. MBA or advanced degree preferred.

• Minimum 2 years of experience in team management. Remote team management a plus.

• Excellent written and oral communication skills

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Strong facilitation and conflict resolution skills

• Excellent Problem Solving process required

VII. Personality Trait Profile

• Self-motivated and disciplined

• Confident and Effective decision-maker

• Systems-level thinking and problem solving

• Strong communicator

• Comfortable communicating and influencing external organizations (customers, distributors, Service Contractors)

• Ability to achieve results through others

• Strong leadership anchors in 

• Charts the Course

• Drives Innovation and Growth

• Build People, Teams, and Organization