ServiceDeliveryManager

**Purpose** Service Delivery Manager evaluates, develops, and leads one of the Service Delivery teams to ensure that the organization’s strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets. Service Delivery Manager develops customer centricity and ensures operational excellence in their team. **Responsibilities & Key Activities** General Manager responsibilities * People management e.g., setting targets, conducting development plan discussions for team members * Facilitates information sharing and creates collaborative working environment * Drives competence development in the team * Drives behavior to represent KONE as one team towards the customer * Monitors and leads the performance and KPI adherence of the team * Uses data to bring forward ideas to improve customer experience and operational efficiency * Keeps an eye on short and long-term development Analyse, organise and optimise Teams operations * Ensures team’s compliance with company policies * Manages the team’s operation within budget * Ensures processes are followed according to defined global processes * Understands and keeps updated on teams’ systems * When relevant to the team, ensures emergency/contingency/crisis* recovery plans are in place and conducts periodic drills * Implements and ensure proper working of new tools/processes/system * Meets KPI targets Manage Team members * Ensures hiring of competent resources * Ensures new colleagues are properly onboarded and trained before performing their activities * Ensures continuous improvement of skill levels through training, coaching, or similar * Creates a friendly and desirable working environment to minimize turnover rate Customer Management * Ensures complaints are promptly replied to and followed up **Entry Requirements** * Proven leadership and managerial experience, including coaching, motivation, and team development * Experienced Service Management professional * Customer-foc