Volvo Group Service Delivery Manager in Milton Keynes, United Kingdom
An opportunity has arisen in our Milton Keynes site for a Service Delivery Manager
As a key member of the dealer management team, reporting into the Regional Service Market Director, the Service Delivery Manager’s core role is to manage all daily activities within the Dealerpoint relating to the service department and site, efficiently and effectively. Managing and Leading the team in delivering on agreed performance targets in the short and long term. Ensuring that the Dealerpoint team are working in line with WPP processes, and that all service work is completed to the highest quality standards. Managing customer expectations, job profitability and workshop productivity targets will be a daily focus, ensuring that the Dealerpoint profitability is optimised. Leadership responsibility for the motivation & personal development of the team, including effective competence development, succession planning and dealing with employee issues on a day to day basis. Developing a longer term sustainable business strategy and long term business development.
Main Tasks / Responsibilities / Authorities:
Full P&L and budgetary responsibility for the Service Department (cost centre 040) and Site Administration (cost centre 090), including effective cost control.
Responsible for the very best in customer service, ensuring regular customer review meetings are planned and any actions resolved promptly.
Manage the performance of the Dealerpoint in line with WPP and operational KPIs as defined by the business and Service Market Director which may vary from time to time.
Ensure all areas of the Volvo Service Excellence program receive full focus and team commitment, maximising all opportunities to earn bonus.
Produce action plans for improvement to ensure the business is moving forward with respect to financials, customer service, new business, employee engagement and SHEQ.
Prepare and take ownership of the Dealerpoint business plan, working hand in hand with the Dealerpoint Parts Manager and Service Market Director
Work closely with the designated ASE and TSE to win new business, and lead Dealerpoint commercial crews.
Through the dealer management team ensure that constructive annual and mid-year personal business plans (PBP’s) are undertaken with all staff, including regular documented appraisals. Ensure that the information gathered from the review is used to identify training requirements to enhance competency
Ensure that the Dealer point works within the required Volvo Group UK standards and criteria for site health, safety and environment, chairing documented review meetings and facilitate continuous improvement.
Responsibility for day to day site maintenance issues inconjuction with the Regional SHEQ team member and Service Market Director
Carry out regular process reviews with the Dealer Management team and Service Market Director to identify operational issues / discrepancies and ensure appropriate follow up actions are taken.
Chair daily GVS meetings to plan workload and resources, overcome daily operational issues and understand the ‘hot topics’ at the time
Chair weekly WIP and Warranty / Contract operational reviews, to ensure the WIP remains a high priority and any warranty / contract queries are identified and actioned.
Through the Dealer Management team deal effectively and promptly with all staff issues relating to performance, absence and any circumstance relating to potential investigation and disciplinary action.
Communicate regularly with the team, with monthly team briefings to include all staff.
Any other reasonable duties as requested by your manager.
Key Skills / Competencies:
To be able to interpret and understand financial information.
To be able to lead, motivate and develop the team
To be able to coach and provide support and guidance to your team to achieve their objectives.
To have excellent communication skills at all levels both written and verbally.
To have questioning, listening, negotiating and information gathering skills.
To be able to work in an organised and methodical manner ensuring that all daily tasks are completed.
To be able to modify your approach in specific circumstances to ensure a positive outcome, whilst remaining calm, structured, professional and level headed in an ever changing environment
To be able to understand and analyse operational issues and propose appropriate solutions.
To be able to delegate work to the appropriate personnel.
To be conversant with all relevant Volvo systems (Fusion, Dealerpoint, UCHP, WPP, etc)
To work with integrity and belief.
Attention to detail, with a proactive approach
To be approachable.
Required knowledge & experience:
Education / Professional Qualifications required for the position:
3-5 years relevant management experience
Preferably experience of working within the motor vehicle industry, preferably a technical / workshop background
Knowledge / experience of leading and managing teams.
Additional important requirements:
Presentation skills, verbally, written and using IT resource
Knowledge of Microsoft Outlook, PowerPoint and Excel.
The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta.
The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.
Auto req ID
Travel Required (Maximum)
Last application date
Volvo Group North America is an Equal Opportunity Employer E.O.E/M/F/Disability/Veteran