Job Description

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