Job Description

The Service Delivery Manager is responsible for
overseeing branch-level service operations, ensuring high-quality customer
service delivery, and driving service revenue growth. This role develops and
implements local service strategies, manages customer relationships, and
ensures efficient service processes. The position also plays a key role in team
leadership, channel development, and cross-functional collaboration with sales
and marketing teams to support overall business objectives.

Key Responsibilities

Service Delivery

• Oversee branch customer service
  operations and develop localized service delivery strategies.
• Manage customer complaints and
  feedback to ensure timely resolution and continuous improvement.
• Establish and maintain service
  delivery processes, including escalation procedures and service
  performance monitoring.
• Ensure consistent, high-quality
  service standards across branch operations.

Customer Management

• Support the development and
  implementation of service policies aimed at improving customer
  satisfaction.
• Build and maintain strong
  relationships with clinical customers and biomedical engineers.
• Act as a key point of contact
  for service-related concerns and customer engagement initiatives.
• Monitor service quality and
  identify opportunities to enhance the overall customer experience.

Business Management

• Ensure achievement of the
  branchs service revenue targets.
• Optimize service revenue
  structure and identify new service opportunities.
• Manage service-related expenses
  and ensure compliance with operational and financial guidelines.
• Monitor service performance
  metrics and drive operational improvements.

Channel Development

• Develop and implement channel
  service planning and management strategies.
• Promote the growth and
  effectiveness of service channels.
• Strengthen the capabilities of
  channel service teams through training and development initiatives.
• Build benchmark channels,
  platform partners, diversified service channels, and third-party service
  revenue streams.

Team Management

• Lead and develop the branch
  service team to ensure high performance and operational efficiency.
• Provide coaching and guidance
  to improve employees technical, professional, and service delivery skills.
• Manage service operations
  workflows and ensure compliance with service processes.
• Foster a collaborative and
  results-driven team environment.

Sales & Marketing Collaboration

• Collaborate with sales and
  marketing teams to support business growth and revenue targets.
• Develop synergy mechanisms
  between service operations and commercial teams.
• Provide operational and
  technical support for major marketing initiatives and projects.
• Drive service team
  contributions toward achieving overall sales objectives.

Qualifications

• Bachelors degree in Business
  Administration, Engineering, Healthcare Technology, or a related field.
• Proven experience in service
  operations, service delivery management, or customer service leadership.
• Strong background in customer
  relationship management and service process improvement.
• Experience managing service
  teams and driving operational performance.
• Strong analytical, leadership,
  and problem-solving skills.
• Excellent communication and
  stakeholder management abilities.