Service Delivery Team Leader

Posted 26 January by Nuco Solutions Ltd

The Service Delivery Team Leader will monitor and manage the service delivery coordinators who
are responsible for optimising the productivity of the Company’s field based operatives on a day to day
basis. They will also be responsible for training the coordinators and providing cover for any sickness or
annual leave.


MAIN DUTIES & RESPONSIBILITIES
- To provide first line support to the team of Service Delivery Coordinators.
- To coach and mentor the Service Delivery Coordinators to help develop their skills and capabilities.
- To provide cover for annual leave and sickness within the team.
- To identify areas for improvement within the existing operation work with the Operations Manager
to implement relevant and timely solutions.
- Overall responsibility for monitoring and controlling the current and future workloads of all field
based operatives on a day to day basis.
- Working with the Field Technical Managers to ensure that all engineer start and finish times are
adhered to.
- Monitoring the coordinators to ensure that customer appointment slots are attended in line with
client contractual requirements.
- Overall responsibility for the maximising the productivity of all field based engineers. Areas of focus
include but are not limited to:
a. minimising work which is re-planned or handed back on a daily basis
b. engineer workloads are optimised to ensure operative KPI targets are met every day
c. identification and management of non-productive operative time
- Advise the Operations Manager of any issues with specific jobs, client, customer or engineers.
- To provide an excellent level of customer service to all internal and external stakeholders.
- To liaise with internal and external stakeholders to ensure that priority jobs are effectively planned
and undertaken promptly.
- Ensure that all records on the company CSM system are updated accurately and in real time.

Reference: 34326270

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