What are the responsibilities and job description for the Service Delivery Manager position at VDart Inc?
Position : Services Delivery Manager
Location : Troy Michigan (Onsite)
Mode of Hire : Full time
Job Description :
SDL for Automotive Technical Support Services E 5.1
Strategic :
Bring in Industry bestin class process knowledge and reengineer the process towards making it self serve and lean
Ideate transform restructure existing and new programs from Service delivery lens
Ability to modernize Hotline Support as part of Technical Support Center and design & deployment
Unlock business value & elevate from administrative function of Hotline Support to a source of market differentiation by creating winning proposition
Responsible for defining coordinating & executing the gotomarket strategy & programs for Technical Support Center
Participate create solutions and design frameworks for extending the Hotline Support scope globally
Work with multiple teams to create robust knowledge base and eventually time to respond to customer issues rapidly
Work with client business stakeholders other Customer Service teams in various capacities such as
Incubating newly acquired or created automotive software variants
Create product workflow from Technical Support process perspective participate as thought leaders on product discussions
Engage with leaders outside the scope for growth of the account
Delivery & Operations :
As a Lead for Automotive Hotline Support team the candidate will be responsible for managing the requests from Client dealerships for diagnosing the complex software and hardware issues related to specific vehicle modules and systems
Work with other Client departments stakeholders concerned closely for diagnosis primarily Engineering Quality and other Client Customer Service Department
Make sure that the initial response to the dealers acknowledging the issue is done within TAT (Turn around time) by the team members
Make sure that quick and effective resolutions are provided to dealers Technician to prevent the piling up of volume backlog by the team
Make sure that a solution to the dealers and technicians over the phone email and through the web interface is carried out by the team
To review and approve Standard Operating Procedures (SOPs) Account Maps Process Manual etc.
To propose strategic solutions and should spearhead Change Management & Transformation process
Should be able to take strategic decisions for the process growth
Control process attrition and should review and approve process attrition
Be able to have a clear understanding of the domain / process to achieve defined goals
Implementation of KAIZEN & Six Sigma projects
Should have business financial sense with clear focus on Process P&L and profitability
Should have awareness for workforce planning
Should have complete understanding of Quality Principles / Six Sigma initiatives
Make sure that the documentation of root cause fixes in the relevant client systems is carried out by the team
Make sure that development of preventive recurrence process for any issues and actions are put in place
Maintain regular management and concerns review meetings cadence as directed by the Stakeholders to the needs of the service
Support client management to direct the needs of the service to ensure a high quality continuously improving service
Provide a fully managed service :
Training development and HR
Service performance monitoring concern identification corrective action planning and implementation
Service delivery metrics performance tracking and reporting
Lean practice ensuring maximum utilization of Hotline Support team
Follow best practices and work crossfunctionally with multiple teams to complete the assigned tasks and other daily job functions
Ensure compliance to all company and business policies administer all open requests and ensure appropriate escalations or closure of the requests
Ensure seamless and frictionless issue closure with focus on the accurate and timely solution provided to the Technician
Bring the entire teams efficiency measure and service delivery excellence
Respond and act in a professional timely manner for any escalations received
Qualification Experience and Skill Set :
Degree preferably in Engineering or Science
15 years of experience in managing Product Support and Technical Assistance Center
Proven ability in managing Technical Assistance Centers with Automotive / Industrial product support and service experience
Solid understanding of Technical Assistance Center for product support and its process life cycle
Strong analytical and reporting skills
Proven Client Management Skills
Passion for technology data and efficient aftermarket and product support management
A selfmotivated leader who can contribute to business outcomes
Has experience in participating with process improvement projects (contributor / participant)
Excellent leadership quality with ability to manage and get the work done from the team and various cross functional client stakeholders in seamless manner including manage client leadership expectations
Excellent people management skills coupled with process management methodologies
Who we are
We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians
Provide enhanced rapid response to Product Support and Software Technical Service Support
Our teams principle is to put integrity in everything we do which is supported by our client values
Our culture of fostering creativity valuing diversity encouraging ideas and an allembracing workforce team keeps us competitive and provides equal opportunities for all
We invest in building long lasting relationships with our employees as we champion a people first culture from within and support their development and progression in the organization.
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