Job Title

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world thats safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So lets talk today.About this opportunity:We are seeking an experienced Service Delivery Manager to join our team. This role reports to the General Manager of the Retail Solutions division.The successful candidate will oversee the delivery of Electronic Article Surveillance (EAS), CCTV, access control, and alarm services. Responsibilities include managing in-field service delivery, administrative functions, call center contract processing, order management, estimator functions, and key subcontractor management.The role includes:Third-Party Relationship Management: Building and maintaining strong partnerships with vendors and subcontractors to ensure service quality and contractual compliance.Team Leadership: Managing a team of service delivery staff, providing mentorship, training, and support to improve performance.Operational Excellence: Implementing best practices to optimize efficiency in service delivery and administrative tasks.Call Center Oversight: Managing call center operations to ensure timely, accurate service requests and high customer satisfaction.Order Management: Overseeing the order process, ensuring accurate tracking and fulfillment aligned with business goals.Estimating and Contractual Documentation: Preparing and reviewing estimates, ensuring accuracy and contractual compliance for negotiations.Training of Subcontractors: Developing and delivering training programs to meet service standards.Performance Monitoring: Analyzing metrics and KPIs to identify improvement areas and enhance service quality.Stakeholder Communication: Acting as the primary contact for internal and external stakeholders, ensuring effective communication and collaboration.ANZ SLT Management: Collaborating with SLT members to align business strategies and achieve management objectives.What we are looking for:Technical Proficiency: Knowledge of EAS, CCTV, access control, and alarm systems.Project Management: Skills in planning, executing, and monitoring projects for timely delivery and budget adherence.Financial Acumen: Ability to manage budgets, prepare estimates, and understand financial impacts.Contract Management: Experience in drafting, reviewing, and negotiating service contracts.Performance Management: Setting KPIs, monitoring performance, and implementing improvements.Interpersonal Skills: Building relationships with clients, subcontractors, and team members.Crisis Management: Handling emergencies effectively and calmly.Training and Development: Experience in developing training programs for staff and subcontractors.Professional Certifications: Security License, CPP, PSP, PMP, or related certifications.Experience: Minimum of 5 years in service delivery management, preferably in security.Technical Certifications: Certifications related to security technologies like CCTV and access control.Software Proficiency: Familiarity with project management and CRM software.If interested, please click "Apply Now" below. For a confidential chat, contact Amy at 0417 445 920.Note: Only candidates introduced by the Companys Talent Acquisition team via resumes on JCIs platform will be considered as referrals. #J-18808-Ljbffr