Service Delivery Manager

About Us

Proserv is a global controls technology company with a heritage stretching back more than 60 years. We provide industry-leading solutions to improve the reliability, optimise the performance and extend the life of critical infrastructure across the energy sector.

Our team not only has the talent and technological expertise to deliver these transformative goals, but day-to-day, we hold to a clear set of FRESH Proserv values that underpins everything we do around the world.

So, if you believe you not only have the skills and know-how needed for this role, and you are a team player; keen to do things the right way; possess an inquisitive and creative mind; prioritise giving top-quality service and you enjoy helping and collaborating with colleagues or clients – then we really want to hear from you.

What You Need to Know

We are looking for a Service Delivery Manager to join our team based in Great Yarmouth. This is a full time position, working out of a purpose built, bright and vibrant office with engineering and manufacturing capabilities.

Our Service Delivery Manager (SDM) is responsible for overseeing the delivery of services to clients, ensuring that Proserv provides first-class customer service while continually assessing and enhancing the quality of its products and services. You will lead a team of Service Project Engineers (SPE), manage budgets, monitor project progress, and facilitate effective communication across departments to promote continuous improvement and operational excellence.

What We Are Looking For

Client Relationship Management:

* Establish and maintain strong working relationships with clients to understand their needs and expectations, ensuring service delivery meets or exceeds standards.

* Serve as a point of contact for clients, addressing concerns and coordinating with internal teams to resolve issues.

Project Leadership:

* Lead and manage multiple service projects, ensuring timely delivery of equipment and documentation.

* Develop and maintain project timelines, resource plans, and budgets

* Oversee the creation of work packs, documentation, and reports throughout the project lifecycle, ensuring alignment with project scope and client requirements.

* Supervise SPE, ensuring that all team members, subcontractors, and vendors effectively deliver their scope of work.

* Monitor project progress, providing regular updates to clients and internal stakeholders

* Identify and assess changes to project scope, discussing potential impacts with clients and formalizing necessary adjustments.

Health and Safety:

* Ensure compliance with Proserv processes, procedures, and safety standards throughout all project phases.

Supervision:

* Mentor and support team members, promoting a collaborative work environment and encouraging professional growth.

* Conduct regular team meetings, including kick-offs and reviews, to ensure successful execution of projects and foster effective communication among team members.

Commercial:

* Manage the financial aspects of service delivery, from sales handover to invoicing, ensuring accurate tracking and reporting of project performance against budget.

Continuous Improvement:

* Contribute continuously to refining procedures, tools, and techniques to enhance service delivery.

* Document and share lessons learned and best practices with relevant departments and teams.

Qualifications / Skills & Experience

Qualifications

* HNC or NVQ/SVQ Level 3 qualified in one of the following disciplines of Mechanical, Civil or equivalent.

Essential

* Proven experience in a position Service Project Engineer (or equivalent).

* Proficient in Microsoft Word, Excel and Access.

* Outstanding communication skills.

* Ability to interface with internal/external Customers.

* Ability to respond to demands of a high and varied workload.

* Knowledge of AX12/D365, PDM and SDRL

* Proven experience of leading projects.

Preferred

* Knowledge of Subsea and/or PLC control systems.

Why Choose Us

We offer a competitive starting salary with an opportunity to advance, which will be dependent on competency starting level.

What you receive from Proserv as your employer is so much more than just a salary, our Total Reward package includes free cover for:

Private Medical

Life Assurance

Income Protection

Personal Accident

Up to 7.5% contribution to Pension

As well as these funded benefits, Proserv offer an arrangement of voluntary benefits through salary sacrifice which produce savings on tax and national insurance, some of these include:

Dental Insurance

Gym Flex

Purchasing or selling additional annual leave

Technology products

Critical Illness cover

Additional cover for your family