Responsibilities

Purpose

The Service Delivery Manager directs the coordination of technical and administrative support activities including installation, repair, preventive maintenance and engineering change upgrades to be performed at our client site, AZ Mölndal.

Involves personnel, financial, customer and supplier responsibilities. Responsible for the development of personnel and operational responsibility regarding processes and solutions that are delivered to the customer. Part of the local management team.

Job Responsibilities

• Lead the daily operations & ensure the development of an indirect team of around 30 people
• Contribute with Service Delivery expertise during tactical and strategic customer meetings.
• Run and develop the business in the desired direction in the management group as well as in their team.
• Lead change & continuous improvement of processes within own area of responsibility.
• Create and develop good customer relations, ensure customer satisfaction.
• Ensure compliance to client procedures and authority requirements.
• Contribute to teamwork by carrying out and achieving the group's set goals.
• Active and positive member of the OneSource team, leading a technical team on an Enterprise account and maintaining open lines of communication with client representatives, end users, alliance partners, and First-Line managers.
• Manages day-to-day activity of the local OneSource Operation to ensure delivery of Service Level Agreements (SLA’s) and developing, tracking and optimizing Key Performance Indicators (KPI’s).
• Ensures day-to-day and long-range activities for defined OneSource account scope are planned and that appropriate resources are available. Ensure that all programs and procedures of the OneSource staff are being properly implemented.
• Responsible for OneSource account personnel including hiring, promotions, recognition, discipline, and performance management.
• Establishes and coordinates goal setting, performance reviews and incentive/salary administrative processes for direct reports and possibly those reporting to direct reports as per account strategy. Ensures training records are maintained and up to date.
• Provides appropriate team skills analysis, training plans and tracking for Laboratory Instrument Services technicians / engineers and Laboratory Technical Services support technicians.
• Drive account culture, objectives and expectations to OneSource personnel in a continuing effort to build the technical delivery team.
• Supports implementation of the OneSource Account quality program and manage / integrate the development of new or expanded services to the contract and quality manual.
• Supports OneSource and Client audits.
• Connects with the greater OneSource Communities of Practice.
• Responsible for identifying, sharing and implementing best practice, training and resources within the account.
• Deputize for the Site Operations Leader as required.
• Complies with all company policies and procedures and adheres to company standards.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.  Actively drive reporting of incidents and actions to manage risks.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Solution-oriented and has good cooperation skills.
• Is responsible and takes own initiative and is good at completing tasks.
• Experience in improvement work and process development (Lean).
• Customer and stakeholder management skills
• Leadership, team building, strong organizational skills, project planning and management with a participatory management style.
• Excellent presentation and communication skills and MS Office literacy required.
• Very good knowledge of Swedish and English, both spoken and written

Basic Qualifications:

• Minimum Bachelors Degree in Business, Engineering or Chemistry and at least 5 years of practical experience.
• Leadership experience with direct personnel responsibility and the ability of leading through others
• Experience developing and delivering engineering services, maintenance or after market service

Preferred Qualifications:

• Ability to set direction and drive change
• Experience of Pharmaceutical, Biotech, and Medical Device industry products and services.
• A minimum of 5 years of experience as people manager and accomplishment while operating in regulated environments e.g. GMP, GLP