Job Title: Service Delivery Leader – West and Central Africa LCT
Location
Lagos
Job Field
Engineering, Technical
Role Summary
Service Delivery Leader is responsible for leading the planning, coordination, and execution of WCA LCT’s service delivery strategy to
Delight our customers
Meet or exceed the LCT’s quality and service delivery performance metrics,
Drive continuous improvement efforts and actions for and with the LCT’s field engineer and service delivery teams.
Essential Responsibilities
Efficient use of the field engineer team’s time and talents to maximize the customer experience and to achieve excellence in installation, warranty, and billed service events with a strong focus on faster customer response time and fix-it-right-the-first-time repair experiences for our customers,
100% on-time Preventative maintenance PM compliance,
100% on time field modification instruction FMI and recall execution,
Workplace safety, quality and compliance related activities and programs,
Net promoter score NPS and loyalty initiatives,
Labor productivity,
Spare part logistics, availability, and return,
Tool calibration and return compliance
Essential Responsibilities
Managing local service delivery
Leading regional service delivery strategy development
Driving improvement and implementation of required operational processes
Establishment and monitoring of the key performance indicators
Ensuring compliance to quality and regulatory requirements
Driving projects for service delivery performance improvement
Monitoring and improvement of service delivery productivity
Optimizing the utilization of service resources
Driving resource, capacity and capability development and alignment strategies
Qualifications and Requirements
Bachelor’s degree in engineering or technology
Minimum 5 years of progressive work experience
Minimum 3 years of operational or project management experience
A valid NYSC discharge or exemption certificate will be required.
Must have valid authorization to work full-time without any restriction in Nigeria
Experience in leading cross functional and multicultural teams
Strong interpersonal and leadership skills Strong verbal and written communication skills
Facilitation and change management experience
Demonstrated ability to motivate others and achieve results
Strong analytical and quantitative skills
Customer-focused in defining quality and establishing priorities
Demonstrated commitment for process improvement
Executive-level presentation skills
Additional Eligibility Qualifications
Green Belt certified or familiar with Six Sigma quality concepts and tools Demonstrated experience in Lean Management practices
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