Job Description

Job Details Who we are Johnson Controls is the global leader for smart, healthy and sustainable buildings. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. We’re helping to create a healthy planet with solutions that decrease energy use, reduce waste and make carbon neutrality a reality. Sustainability is a top priority for our company. We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place. Please visit and follow Johnson Controls linkedin for recent exciting activities.

JCI Linkedin https://www.linkedin.com/company/johnson-controls/
Career The Power Behind Your Mission
OpenBlue OpenBlue: This is How a Space Comes Alive What you will do: The Service Delivery Manager is responsible for the day to day management of people, customer requests and systems to ensure KPI’s and Service Levels are met. This includes planned/ unplanned technician scheduling & dispatching management, customer service requests coordination (from initiation to completion), parts management, prompt billings, and ensuring the accounts receivables are managed in timely manner. The SDM impacts segment income with appropriate use of labor resources, managing maintenance contract and ad-hoc job margins.

• Lead and coordinate with the assigned teams of engineers/ technicians in the daily operations scheduling ensuring resources are optimized
• Must obtain a complete understanding of all customers' contractual agreements to drive the fulfilment of requests and services within the SLA and to facilitate accurate financial forecasting
• Manage and communicate with key personnel on daily operational support
• Engaging the customers and/ or vendors to ensure smooth delivery of services
• Manages all escalations and complaints with appropriate priority and diligence
• To assess situations, issues and opportunities and escalate when appropriate
• Manage, coach and motivate direct report to ensure they are equipped with relevant knowledge to perform
• Perform staff performance review and career development planning for direct report
• Work closely with the contractual sales person to ensure timely renewal of contract
• Identify operational gaps and drive to ensure closure, both internally and externally
• Ensure planned activities are executed within the allocated budget
• Ensures the availability of parts to facilitate the scheduling and execution in timely manner
• Prepare and present the financial forecasting and resources capacity planning for assigned teams and discussing critical account information pertinent to current profitability status in weekly cadence sessions
• Co-ordinate with colleagues to ensure best practice and continuous improvement in the service delivery to the organization
• Responsible for timely deliveries and tracking
• Any other ad-hoc duties as required

• Degree preferred with industry experience managing service operations and / or service scheduling
• Proficient in English with excellent oral and written communication skills
• Leads by example and is a role model. Ability to influence and guide individual and groups towards achieving their goals
• Excellent attention to detail
• Excellent time management, decision making, prioritization and organization skills
• Strong people management, profit and loss management skills
• Good grasp of financial concepts and procurement process
• Effective command in MS Office software including Outlook, Word and Excel
• Capable of working efficiently in a fast pace environment and under pressure
• Ability to work independently and possess good team spirit