Assistant Manager- Service Delivery

Location: ,
Job Category:
Job ID: 120273
Employment Type:
Salary:
Posted: 03.28.2025

Occupations:

Business-Strategic Management : General-Other: Business-Strategic Management

Job Description:

Job Profile: Assistant Manager - Service Delivery

Purpose of the JOB:
Manages the revenue and profitability growth for parts and technical services and ensures excellent service delivery to all customers through efficient service delivery for all hardware and solutions supported by Amaranth Business Solutions Limited by the Technical Services team

KEY ACCOUNTABILITIES:

Delivers service excellence daily in keeping with Amaranth Business Solutions Limited’s Philosophy.
Develops strategies to meet and exceed monthly and quarterly targets and continually grow leads and opportunities pipeline
Actively participates in the Department’s annual budget and ensures that approved budgeted expenses are actioned as per agreed schedule
Manages the parts and resource inventory to meet the service delivery SLA’s as prescribed by customer contracts and market conditions.
Works closely with the Service Delivery Coordinators on contract renewals and makes recommendations based on evaluation of equipment and customer short- and long-term objectives
Recommends services to new and existing customers to grow revenue targets.
Actively keeps abreast of evolving technologies to expand service offerings, increase revenue and develop team capabilities
Develops strong relationships with Territory’s Key Accounts through monthly face-to-face or remote meetings to ensure a high level of customer service and satisfaction.
Manages the organisation’s customer feedback database and works with Account Representatives and Technical Team on resolving and minimizing customer escalations
Develops and implements sound operations strategies with the Service Operations Support and Technical Teams for customer support, service delivery improvement in alignment with the Company’s Vision.
Establishes performance goals for direct reports and Technical Team in alignment with the Company’s strategy and manages performance targets
Monitors and reports on the team’s career progression in collaboration with the Manager – Service Operations through measurement of training and performance against a defined competency index.
Works closely with Sales to provide recommendations and support for new opportunities
Develops knowledge and soft-skills through company-sponsored self-study training programs, which are necessary to effectively manage the Technical Team and maintain knowledge of current Solutions & Services provided by the Company.
Any other related duties which may be assigned.

OTHER DUTIES AND RESPONSIBILITIES

Oversees bi-annual and periodic stock counts.
Conducts daily weekly and monthly territory team meetings (or when required) as well as participates in other regular Team, Department, Company (e.g. Townhalls) or Committee meetings as required.
Works with the HSSE team to ensure compliance with HSSE standards and practices and applicable legislation and ensures all HSE KPI’s of the department are met
Ensures compliance with Group’s Business Continuity Programme (BCP) and adheres to Company policies and practices.

SUPERVISORY RESPONSIBILITIES

Supervisor- Field Operations
Service Operations Coordinator

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

A minimum of an Associate’s Degree in Management, IT or any other related technical discipline
Experience in managing a technical team with a proven track record of success in business growth in services
At least five (8) years’ experience in a technical service environment
Experience and good working knowledge in service processes and procedures
Strong presentation with excellent interpersonal and communication (written and verbal) skills
Proven negotiation and dispute resolution skills
Ability to coach, mentor and delegate
Practical demonstration of technical aptitude
Customer focused and operates in the spirit of service
Strong analytical and problem solving skills
Excellent communication (verbal and written), interpersonal and presentation skills
Strong planning, organising and time management skills
Ability and willingness to learn and apply new technologies quickly
Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement
Computer literate & proficient in Microsoft Office suite
Ability to meet deadlines; to excel under pressure, acts decisively and with a sense of urgency
Shows initiative and innovation
Possession of a reliable working vehicle

FISCAL RESPONSIBILITY

Budget responsibilities - as requested by Service Operations Manager

EXTENT OF PUBLIC CONTACT

All employees
Vendors / Suppliers
Internal and External Customers
Internal and External Auditors
Consultants

PHYSICAL DEMANDS

Driving / Walking
Sitting
Bending
Lifting
Extensive use of computers / tablets / tools
Use of MFPs
Working in a secured space

WORKING CONDITIONS AND ENVIRONMENT

May work extended or unusual hours
Driving to external meetings and other office locations when required
Multi-tasking
Local/foreign travel for training and work
Travel between Trinidad & Tobago as required

PERSON PROFILE

Focused on internal and external Customer Service
Must have high moral and ethical standards and values
Takes responsibility for assignments, pro-active and willing to go beyond the call of duty
Persistent in the face of challenges
Focused, self-motivated, results-oriented and displays enthusiasm for the job
Must be able to command respect and commitment from customers, suppliers, colleagues and direct reports to achieve objectives
Must be a team player to contribute meaningfully to achieve team objectives
Shows initiative in providing feedback and follow-thorough on action items
Conducts business activities with professionalism and integrity and avoids conflicts of interest
Strives to ensure good corporate governance and good business ethics in the execution of job performance
Subscribes to a culture of continuous learning and development
Professional in outlook and behaviour
Confidential

Job Requirements:

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

A minimum of an Associate’s Degree in Management, IT or any other related technical discipline
Experience in managing a technical team with a proven track record of success in business growth in services
At least five (8) years’ experience in a technical service environment
Experience and good working knowledge in service processes and procedures
Strong presentation with excellent interpersonal and communication (written and verbal) skills
Proven negotiation and dispute resolution skills
Ability to coach, mentor and delegate
Practical demonstration of technical aptitude
Customer focused and operates in the spirit of service
Strong analytical and problem solving skills
Excellent communication (verbal and written), interpersonal and presentation skills
Strong planning, organising and time management skills
Ability and willingness to learn and apply new technologies quickly
Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement
Computer literate & proficient in Microsoft Office suite
Ability to meet deadlines; to excel under pressure, acts decisively and with a sense of urgency
Shows initiative and innovation
Possession of a reliable working vehicle