Service Desk Analyst-Jobs in United States

Industry: Utilities and Green Energy, SMART Meter

Role and Responsibilities: Service Delivery Manager – Smart Metering

Overview: The role of the Service Delivery Manager is to oversee the delivery of Smart Metering solutions to ensure customer satisfaction, efficient operations, and high-quality service. The job holder should possess strong leadership skills, a solid understanding of smart metering services, and a commitment to safety, quality and excellence.

Key Responsibilities:

1. Operational Oversight:
   • Recruit, onboard and induct resources to serve the needs of the business.
   • Manage daily operations of smart metering service delivery, ensuring all work is completed on time and to specification.
   • Develop and implement processes, managing procedures to improve efficiency and quality of service.
   • Lead, mentor, and motivate a team of plumbers and wet workers.
   • Conduct regular TBT’s (Tool Box Talks).
   • Conduct regular performance reviews and promote continuous improvement.
2. Customer Relationship Management:
   • Build and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
   • Address customer inquiries and complaints promptly and effectively.
3. Safety & Quality Assurance:
   • Undertake Health & Safety Checks across the team in line with company requirements.
   • Conduct monthly WIP and PC audits to ensure compliance with company, industry standards, safety regulations and quality of service.
   • Provide management intervention where standards are not being met and deliver improvements.
   • Manage and approve engineers' weekly time sheets ensuring appropriate controls are in place.
   • Monitor costs and resources, ensuring efficient use of company assets.
4. Reporting and Analysis:
   • Prepare and present regular reports on service delivery performance, customer satisfaction, and operational efficiency to senior management.
   • Analyse data to identify trends and areas for improvement.
5. Business Development:
   • Collaborate with the commercial team to promote smart metering services and develop new business opportunities.
   • Stay updated on industry trends and competitor activities.

Cornwall