Service Delivery Manager

Job Summary

We are looking for a Service Delivery Manager that will be pivotal for Tetra Pak services by leading a team of professionals within Customer Service Operations. 

Are you passionate about leading a Service team, and engaging and developing others? Would you like to be pivotal for Tetra Pak services by leading a team of professionals within Customer Service Operations who share a passion for delivering technical support to Tetra Pak Customers? 
  
The position is permanent and based in Zagreb, Croatia with expected traveling up to 50% of your working time.  
  
Customer Service Operations East Europe is delivering Maintenance, Upgrades, Installation and Issue resolution to our customers. We stand for quality and performance, and with a growing business, we constantly are developing our capabilities and operations to stay attractive and professional to our customers. 

What you will do

As a Service Delivery Manager, you will be responsible for: 

• Managing a part of the Service organization 
• Leading Service Engineers competence development, in collaboration with training function to ensure the resource readiness for all current and future activities. 
• Ensuring that Tetra Pak provides our customers with a high quality of services, and that all issues are dealt with in the most effective way both for the customer and Tetra Pak 
• Developing key field personnel 
• Leading, development and managing the field force according to the OHS Regulations, Global HR Processes and Company Policies. 
• Leading the supervision of all planned activities, to ensure they are executed to a high standard and in line with agreed procedures. 
• Driving optimal utilization and readiness/responsiveness of its team, in collaboration with other technical functions. Securing maintenance work profitability according to targets.  
• Driving adoption and use of digitalization and apps 
• Leading issue resolution (management and escalation) to ensure timely quality resolution to the satisfaction of the customer. 

This position provides a strong foundation in working closely with customers, the Customer Service Operations Director, the Resource Planner and Account Managers, and will provide continuing career opportunities within the Company. 

We believe you have

• Technical/engineering education and a solid working experience of service business and products and are truly customer-oriented 
• Excellent communication skills and the ability to create and maintain relationships 
• A good command of English and Croatian both written and spoken is required 
• You are a leader with a positive and inspiring approach, motivating and coaching is something you enjoy 
• You are a self-driven, highly motivated person with a will to lead and taking ownership for your team 
• You are used to work in a high paced environment and can structure your work efficiently to deliver accurate and timely results