Building Strong Service Delivery Foundations for UHS Group ©copyright UHS 2016

Role profile:Service Delivery Manager

Service Delivery Manager

Role purpose: Responsible for the delivery of all orders and post-delivery care to ensure that customers are happy. Involves managing the remedial department.

Company values:

Right wrongs

Tell the truth

Face the facts

HonestyIntegrity& Loyalty

ThinkGlobally

Have a thirst for change

& new ideas

Always believe there

is a betterway

Passion for learning & sharing

ideas

Keep in touch with

the work place, customers

and the community

Be Tidy

Say Thank

You

Listen

Think Team not

me

Smile Respect and think for others

Focus on reliable

execution & financial accuracy

Service Delivery Manager

About UHS:UHS Group is a forerunner in the hospitality furnishing industry, continually inspiring, creating and finding ingenious and beautiful solutions for restaurants, bars and hotels. We have main bases in Oxfordshire and Rome, plus a global presence which puts us right on the pulse of results of years of honing the finest, most specific craftsmanship and design in furniture. Devoted to loyalty, honesty and integrity, as a team we have garnered high praise for UHS Group's tireless creativity, inspiration and customer service.

We have very high growth plans and have recently been approach by two of the leading food & beverage chains to supply furniture which could increase our turnover by 70%. We want to make UHS a global company and are already servicing clients worldwide. The company is young, only been in this industry for 8 years and is experiencing an exciting transition from Family Operated to Corporate Management. UHS has a team of 36 staff in the UK, 10 in Italy. There is a passionate hard working culture with a strong desire to see that company flourish.

Our Vision:We will become the partner of first choice for hospitality furniture by December 2017.

Our Mission Statement:Furnishing the way for hospitality.

Overview of why we are in business:To build a valuable business primarily in the UK & Italy, that provides financial security for all member of the team, a provision for charitable purposes & a sufficient level of remuneration for the owners.

Service Delivery ManagerRole title: Delivery Service Manager

Reports to: Operations Manager

Division: Customer Care

Direct Reports: Operations Manager

Hours: 7am – 5.00pm Monday to Friday, but needs flexibility

Key areas of responsibility:• To make contact with clients to arrange the delivery of their order. This will

include a pre-call one week before the due date to ensure the contract is on schedule and then a second call on the day prior to delivery to agree a delivery time.

• To manage third party contractors. Tasks include arranging deliveries to our clients by means of a Purchase Order. A mileage and on site cost will need to be calculated. Delivery time slots agreed. Arrange any requirements made by our clients including delivery/parking permits, RAMS and Airport Airside work permits.

• To fill out the transport planner spreadsheet for the UHS team and sub-contractors to view.

• Ensure that orders due for loading are packed and ready prior to the sub-contractor arriving.

• To report on deliveries made to the UHS sales person and Operations department and to record any issues on the Sales order.

• To be available at all times to assist sub-contractors whilst on site.• To be available to load sub-contractors at any time.• To ensure sub-contractors are working to UHS standards and if not to deal

with them according• Is responsible for the quality of goods delivered.• Follow up clients post delivery to ensure all is well and record this on

Fusemetrix• Manage the entire remedial process and make any changes within it to

improve and control costs• To agree pallet/parcel SLA’s and rates

Service Delivery ManagerKey performance indicators:

• Remedial costs reduced

• Increased customer retention

• Increased confidence for sales team

• Reliably good delivery experience

UHS Group standards: It is your personal responsibility to work within UHS policies, procedures and processes at all times. For the purposes of clarity, this includes but is not limited to, items such as our employment policies, health and safety policies, equal opportunities, data protection, compliance and money laundering responsibilities.

All employees will act in accordance with appropriate professional and legislative regulations and codes of practice.

The firm expects all employees to maintain good standards of electronic and/or paper filling as required in their role.

You will be expected to carry out all aspects of your role profile and any additional responsibilities as requested from time to time.

Service Delivery ManagerAbout you:Characteristic Essential Desirable

Qualifications/Training:

Driving License

Personal Attributes and Skills

Good written and oral skills

Excellent People Skills and Communication

Hands on approach assisting a high growth company

Willingness to take on fresh challenges

Highly competent with IT systems and software

Excellent People Skills and Communication

Confidence and common sense

Prepared to visit construction sites regularly to check on contractor performance

Available on the phone 24/7

Experience

Managing Customers

Practical knowledge of materials, wood, metal, timber and finished that can be applied to them

Good Geographical knowledge for logistics

IT savvy with experience on Excel and Word

Organized person who records and executes well

Service Delivery Manager

Package:

Salary:

£30,000

Benefits:

• 20 days holiday, plus bank holidays

• Nice, modern offices with air conditioning

• Free in-house gym Company fitness classes run

twice a week by personal trainer FOC

• Lunch provided every day

• Full canteen available

• Table tennis and table football

• Situated in Milton Park Business Estate

• Company events and training seminars

• Fun, caring and fast moving culture