Sales Manager - Ensure Services

Redington; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the UAE is seeking a Delivery Head to oversee and enhance the service delivery process. The role involves strategizing to improve customer satisfaction and operational efficiency, managing vendor relationships, and leading a team to ensure compliance and growth. Candidates should have a strong background in service delivery management and team development.

Qualifications

• Proven experience in service delivery management.
• Strong analytical skills to assess customer feedback and operational metrics.
• Ability to lead and develop teams effectively.

Responsibilities

• Strategize and execute service delivery processes to enhance customer satisfaction.
• Engage with customers to identify and address delivery gaps.
• Conduct regular reviews and training to improve team performance.

Skills

Customer Satisfaction Management

Operational Efficiency

Vendor Management

Team Development

Job description

Job Description

Job Title: Delivery Head

Job Purpose: Strategizing, planning, and executing the entire Service Delivery process to improve CSAT, VSAT, and enhance customer delight.

Job Responsibilities:

Customer Related:

1. Review customer satisfaction feedback, complaints, analysis, CSAT score, and CAP to achieve growth in overall business.
2. Engage regularly with customers to understand requirements, address delivery gaps, and update them on performance and gaps.

Vendor Related:

1. Ensure adherence to vendor KPIs (TAT, CSAT, etc.) and that the team meets these standards.

Business Related:

1. Enhance Service Delivery across all business verticals to ensure customer satisfaction.
2. Ensure organizational compliance with norms.
3. Improve operational efficiency by reducing costs and waste, managing vendor receivables, tracking WIP and inventory aging, etc.
4. Conduct Service Delivery reviews and customer meetings to facilitate continuous improvement, CSAT, and business growth.

Self and Team:

1. Manage backlogs and review to ensure effective resource utilization, system cleanliness, and tracking, along with OEM and customer satisfaction.
2. Conduct daily, weekly, and monthly reviews with OEMs/customers based on requirements as per SOW.
3. Focus on Training & Development to enhance team skills, facilitate teamwork, upskill engineers, and build a pool of engineers for managing critical projects, thereby improving overall delivery efficiency.