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Service Delivery Manager
hace 2 meses
**Job Summary**
We are seeking a highly skilled and experienced Service Delivery Manager to join our team at Johnson Controls International. As a Service Delivery Manager, you will be responsible for ensuring the successful deployment and maintenance of our innovative security solutions to our retail customers worldwide.
**Key Responsibilities**
- Coordinate the deployment of Sensormatic solutions (RFID, CCTV, EAS, and Fire Protection Products) with customers and internal teams.
- Monitor and supervise customer support activities to ensure high standards of care and efficiency in resolving customer issues.
- Review daily open service cases for assigned customers, ensuring they are properly assigned and scheduled.
- Create and review Service Level Agreement (SLA) performance and Key Performance Indicators (KPIs) for service operations.
- Understand customer contracts and service commitments.
- Maintain and improve service quality activities.
- Work with Operations managers to create customer-facing reports on service performance for quarterly business reviews.
- Take corrective action to ensure service levels are being achieved.
- Provide an escalation point for all service-related issues and work with partner support resources to resolve escalated incidents.
- Identify opportunities for ongoing process improvements.
**Requirements**
- Bachelor's Degree in Engineering or Business or a related field.
- 5+ years of experience managing a large-scale service environment.
- Experience building and executing on a global service delivery team.
- Global experience with the ability to think across disciplines, industries, cultures, and scenarios.
- Ability to use Microsoft Office applications, such as Excel, PowerBI, Visio, and PowerPoint.
- High level of English; another European language will be positively valued.
**What We Offer**
- A challenging and rewarding role in a global company.
- Opportunities for professional growth and development.
- A collaborative and dynamic work environment.
**Language:** en-US
