Job Title : Service Delivery Manager : Pharmacy and Healthcare
Location : Western Cape
Reporting to : Estelle Steenkamp
A Service Delivery Manager to overseeing the services to clients while making sure the service levels are effective. The person provides a link among projects, programs, customers, third party suppliers and resources.
The most vital aspect of service delivery is communication to client and within the organization.
In addition, contribute to growth in the Independent Pharmacy customer base by identifying and signing up new Independent Pharmacy accounts.
The purpose of the job is to maintain client satisfaction, by monitoring and managing the delivery of consistent, continuous quality service, in accordance with the Project Charter and the contractual SLA’s for each service area.
Job purpose :
The efficient and effective management of customer accounts in order to ensure that contractual services are delivered.
Solutions and Services management with regular customer reporting through to Executive level.
Responsible for the delivery of quality services and maximizing revenue opportunities from designated accounts.
To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
Service Delivery Managers must make effective decisions on prioritization and assignment of work, while getting insight into the productivity and performance of clients, teams and individuals.
To build service relationships with clients.
Key Area Management :
Managing the 3 pillars of service delivery
Client Management Maintaining and growing customer relationships Detailed reporting, including risk, opportunity and issue logs, quality metrics, full status reporting, Simplicity Stats and problem management thereof.
Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
Ensuring services are defined in contracts and delivery adhered to these. Managing and meeting clients Service Level Agreements.
Internal and External stakeholder relationships To ensure that systems, processes and methodologies as specified are followed by the respective support teams to ensure effective monitoring, control and support of service delivery.
Managing of third party suppliers. To ensure that when relevant, projects are scoped, planned and executed as per agreed deliverables with customer and project stakeholders.
Finance Management Ensure that customer account has a clearly defined budget (Revenue and profit) and that performance against budget are tracked monthly, Implement processes and procedures to ensure accurate and optimal customer revenue recovery.
Grow Independent Pharmacy customer base by selling standard solutions to new customers. Assist finance department with debtor recovery through quality billing and accuracy of invoices.
Drive customer initiatives to grow scope of services and improve profitability targets.
Person Specification and Requirements :
Excellent Retail industry knowledge
A good working knowledge in the Pharmacy and Healthcare vertical
Good understanding of the UCS Services Delivery Model
Ability to work collaboratively with other departments and external service providers
Ability to manage service providers ensuring clear delegation of responsibilities and authority
Ability to resolve conflict and to motivate others
Excellent writing ability in English
Excellent basic management skills especially planning, coordinating and organizing
Good analytical and problem solving skills
Ability to analyze problems and identify solutions
Ability to monitor and control and to institute corrective action
Ability to comply with financial requirements and submit accurate reports as required