Overview
The Service Delivery Team Leader is a leadership role responsible for overseeing a team of Service Delivery Coordinators, ensuring efficient planning, scheduling, and execution of Planned Preventive Maintenance (PPM), sub-jobs, and reactive works. This role focuses on operational management, revenue optimization, and client satisfaction while fostering a culture of excellence and accountability. The Team Leader collaborates with Account Managers and the Service Delivery Manager to deliver professional and efficient service.
Key Responsibilities
- Leadership, Management, and Accountability (LMA): Lead and guide coordinators, fostering a culture of excellence, accountability, and alignment with company values.
- Team Support and Development: Provide training for team members in line with company processes, support performance management (including reviews, disciplinary and grievance processes), and ensure adherence to service delivery KPIs.
- Recruitment Support: Discuss recruitment needs with the Service Delivery Manager to maintain adequate staffing for operational demands.
- Contract Mobilisation: Support the mobilization of new contracts, ensuring seamless integration into operational workflows.
- Client Expectation Management: Work with Account Managers to manage client expectations, ensuring timely and professional delivery of works.
- Operational Management:
- Supervise coordinators to ensure PPM, sub-jobs, and reactive works are planned efficiently, achieving 7.5 hours on-site, 30 minutes for lunch, and 1 hour of travel either side, while maximizing revenue per engineer per day.
- Meet Key Performance Indicators (KPIs) defined in Team Leader and Coordinator scorecards.
- Review unallocated tasks and assist coordinators in planning them onto schedules.
- Review and update the forecasting spreadsheet for accurate planning.
- Coordinate efforts across regions to enhance operational efficiency and client delivery.
- Oversee task management, ensuring timely completion and alignment with operational goals.
- Review schedules to maximize engineering resource utilization and profitability, leveraging engineering talent effectively.
- Arrange training and competency checks for coordinators and engineers.
- Communication: Maintain regular communication with the Service Delivery Manager to report progress, challenges, and opportunities, and liaise with internal staff to ensure professional service delivery.
- System and Data Management: Ensure accurate data entry and updates in the Opuz system, maintaining up-to-date client process guides and collating data as requested by the Service Delivery Manager.
Qualifications
- Bachelor’s degree or diploma in Business Administration, Operations Management, or a related field; relevant experience may substitute for formal education.
- Proven experience in a supervisory or leadership role within service delivery, operations, or facilities management.
- Strong understanding of scheduling, resource planning, and revenue optimization.
- Experience in performance management, training, and recruitment processes.
- Proficiency in maintenance management systems (e.g., Opuz) and Microsoft Office (Word, Excel, Outlook).
- Previous experience in field services, transport, or logistics is desirable.
Skills
- Leadership and team motivation
- Operational planning and resource management
- Analytical skills for forecasting and scheduling
- Excellent communication and client relationship management
- Problem-solving and performance management
- Data entry accuracy and system proficiency
- Organizational and prioritization skills