Service Delivery Manager

About the Role

As a Service Delivery Manager, you will lead the execution of technical services in Chile. This strategic role is responsible for ensuring world-class service delivery, optimizing resource utilization, enhancing customer satisfaction, and developing the capabilities of the field force. The ideal candidate will have strong leadership skills, a customer-centric mindset, and a solid technical background to manage the customer service operations in an efficient manner by liaising and leveraging cross-functional teams.

What You'll Do

• Lead the supervision of field force activities to ensure that they are executed to a high standard and in line with agreed procedures, safety standards and regulations, ensuring that all assignments are manned in an efficient and effective way to satisfy customers.
• Drive growth, profitability and capabilities in Technical Service business; deploy the Technical Services portfolio.
• Manage customer relationships for a large market area and provide support to deploy the Technical Services portfolio.
• Lead the support to the FSE to resolve issues, ensuring the Problem Solving Methodology and Issue Resolution escalation process is consistently followed for rapid and permanent resolution.
• Provide regular and consistent communication to relevant stakeholders, including account teams, on issue status and next steps.
• Serve as Issue Driver, as required.
• Lead the consistent use and application of global standards, processes and tools for each type of service delivery.
• Perform regular audits of service execution and follow up with relevant improvement action plans.
• Lead the analysis and follow up of Customer

Experience

• Surveys and feedback, driving action plans to improve customer satisfaction.
• Ensure timely, high quality completion of all relevant technical reports from the team.
• Lead, develop and manage the field force team according to global HR processes, and participate in talent/promotion discussions.
• Contribute to competence development and certification plans for the field force; participate in market area tactical planning and capacity development.
• Engage with extended account teams to ensure service delivery meets customer expectations.
• Foster a culture of engagement and motivation within the field force; promote open communication, recognition, and continuous feedback.
• Act as a role model and coach, inspiring high performance and aligning team efforts with company values and goals.
• Lead local initiatives to strengthen employee engagement, collaborating with HR to implement programs that enhance morale, retention, and well-being.
• What We're Looking For
• Experience leading technical field service teams, preferably in the food industry.
• Strong leadership and talent development skills, including performance management.
• Proven experience managing B2B customer relationships and resolving service-related issues.
• Technical knowledge of industrial equipment, including preventive and corrective maintenance.
• Understanding of maintenance and reliability concepts.
• Continuous improvement mindset with experience in Lean Six Sigma, Kaizen, and problem-solving methodologies.
• Strong interpersonal and communication skills, with the ability to inspire, influence and engage diverse teams.
• Ability to build a positive team culture, foster collaboration, and drive employee engagement.
• Ability to thrive in highly dynamic environments and manage multiple priorities.
• Fluency in English is highly desirable.
• Internal candidates from the CSO area holding an SDE position must be at the S3 level and meet requirements for advancement.
• Nice to Have
• Fluency in English is highly desirable.
• Compensation & Benefits
• We offer a variety of exciting challenges with opportunities for development and training in a truly global landscape.
• A culture that fosters innovation and drives visible results.
• An equal opportunity employment experience that values diversity and inclusion.
• Market-competitive compensation and benefits with flexible working arrangements.