Service Delivery Manager in Manchester

At Yunex Traffic, we launch cities into the future with forward-looking infrastructure and transport solutions, making mobility safer, more efficient and more sustainable for all.

Our Commitment: At Yunex Traffic, the uniqueness of our people is our strength. Our people are at the heart of what we do and every voice, perspective and contribution is valued. The future of mobility needs people who think down different tracks and we empower our people to transform cities all over the world. Join us and make a difference too.

If we all thought the same, we would never think of anything new. That’s why we recruit great minds from all walks of life. We embrace diversity and create what’s right for the world by employing the people who live in it. At Yunex Traffic, we recognise that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants to encourage agile working and innovation.

Growing traffic volumes, increasing pressure on road networks and the need for smarter, more efficient enforcement solutions are shaping the mobility world for the next generation. We are at the forefront of developing practical answers to these challenges.

Join us as a Service Delivery Manager and make it your job to help bring these solutions to life for our customers. With the continued deployment of Traffic Enforcement Solutions and the wider rollout of Moving Traffic powers across the country, we have an exciting opportunity for an experienced Account Manager.

Working closely with customers and internal delivery teams, this role has overall responsibility for ensuring our Enforcement Service contracts are delivered in line with customer expectations, contractual commitments and financial budgets. You will coordinate service delivery across Projects, Operational Support and Solutions Engineering, ensuring key operational functions work collaboratively to achieve customer outcomes and business objectives. You will serve as a primary point of contact for our customers, with responsibility for contract performance, representing the voice of the customer and identifying future business opportunities.

The role requires the definition of long-term strategic goals and targets, effective resource management, coordination of internal functions, and the ability to build strong customer and industry partner relationships. Our customers are at the heart of everything we do so client relationship management and an ability to communicate at all levels is essential to this role. You will also take ownership of demonstrating our service excellence through achieving, exceeding, and reporting on our contractual Service Level Agreements to both external customers and internal stakeholders.

Building strong relationships with internal departments will be critical to achieving the anticipated growth. In particular, you will work closely with the Enforcement Services Team to ensure processes and procedures are effective, Sales and Tendering to support new contracts and customer onboarding, Procurement to ensure a fit-for-purpose supply chain, and Finance to deliver and report financial performance across the portfolio.

Responsibilities:

• Assist the service delivery team’s leadership by influencing and establishing clear objectives aligned with contract requirements. Ensure service levels are met and foster a culture of continuous improvement.
• Work with Account management team and Business Analyst to produce performance monitoring reports, interpret statistics and to act as appropriate to facilitate continual improvement.
• Responsible for contract financial performance and through effective cost control, identify areas for improvement and actively drive the teams for increased productivity and overall effectiveness.
• Implement thorough contract service reviews to facilitate close communication with customers. These reviews allow for feedback on current performance levels, solution effectiveness, and potential sales opportunities.
• Develop customer relationships and strategies to deliver contract extensions and retentions being the voice of the customer internally to ensure business success.
• Develop new and enhanced service offerings with existing customers to support business growth aspirations.
• Utilize the Net Promoter Score as a means to evaluate performance and identify opportunities to improve the customer experience.
• Support future tendering activities on future contracts from a service delivery perspective.
• Support new contract service mobilisations, ensuring the Enforcement service model is fully implemented and ensure contractual service expectations are delivered from system Go live.
• Influence PLM and Product Development activities to support future service requirements, system resilience, achieving cost reductions and the future needs of our customers.
• Prepare Quotations / Facilitate order entry of framework orders for all existing business.
• Contribute to the sales forecast and provide routine updates in the CRM tool.

Qualifications & Experience:

• An operational or commercial background coupled with a formal business qualification and experience within the ITS industry is desirable.
• The role requires excellent communication skills, with customers, external partners and internal colleagues at all levels.
• Confident to initiate, negotiate, and conclude difficult contractual discussions where necessary to ensure that change is managed and communicated effectively.
• Able to make informed decisions on service contracts based on interpretations of Contract Terms and Conditions and Contract Specifications.
• A good understanding of financial risks and risk management tools is essential as is the ability to influence costs throughout the service delivery phase.
• Good knowledge of Microsoft Office tools, particularly Excel, PowerPoint, Word and Microsoft Project.

We offer:

• Competitive base salary plus annual bonus.
• 26 days holiday (rising to 29 with service).
• 37.5-hour working week.
• Company vehicle.
• Excellent pension scheme with up to 10% employer contribution.
• Flexible benefits tailored to your needs.
• Ongoing training and development, including support for professional memberships.

How do I apply? We can only accept online applications. Click the “Apply Now” button below to submit your application.

About Us: We are a global leader in intelligent transport systems with more than 3,500 passionate employees who pioneer, develop, create, install and maintain innovative road traffic and mobility solutions all over the world. We make our roads smarter, safer and greener. The work we do enables cities, highways authorities and infrastructure operators to create a new world of mobility and makes cities more livable for everyone. Our solutions range from traffic lights, tolling solutions and tunnel management to software, AI applications and the intelligent networking of all road users. Become a Traffic Transformer and help us to continue transforming towns and cities all over the world.

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