Service Delivery Manager

2 weeks ago

Shanghai, Shanghai, China Johnson Controls Full time

About the Role:

We are seeking a highly skilled and experienced Service Delivery Manager to join our team at Johnson Controls. As a key member of our service department, you will be responsible for leading and managing our service team, ensuring efficient service delivery and customer satisfaction.

  • Lead and manage the service department, including staffing, training, and performance management of service personnel.
  • Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
  • Monitor and evaluate the service team's performance, providing regular feedback, coaching, and recognition to drive individual and team excellence.
  • Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency, and achieve business objectives.
  • Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools, or technologies.

Requirements:

To be successful in this role, you will need:

  • Bachelor's or above degree.
  • 7+ years of experience in service management or a related role, with knowledge of service management principles, processes, and best practices.
  • Demonstrated success in customer service, handling complaints, budget management, and effective marketing tactics.
  • Knowledge of the HVAC/chillers/buildings service industry, service standards, and applicable service regulations and labor laws in China.
  • Proficiency in customer relationship management tools and software for tracking and monitoring service performance.
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.

Preferred:

Experience in implementing service improvement initiatives and managing service quality standards is highly desirable.

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