Job Title: Service Delivery Leader
Job Number: 1618330
Location: Lagos, Nigeria
Organisation: General Electric – GE Nigeria
Role Summary/Purpose:
• Service Delivery Leader is responsible for the definition, establishment and execution of the country service delivery strategy to meet the expected quality and level of service delivery performance for the full customer satisfaction.
• Local service readiness for new products, "call to fix" processes, quality and compliance related activities and programs, customer satisfaction and loyalty initiatives, labor productivity, spare part logistics and availability are the main areas of activity.
Essential Responsibilities:
• Manage local service delivery
• Leading regional service delivery strategy development
• Driving establishment of the required operational processes & infrastructure
• Establishment and monitoring of the key performance indicators
• Ensuring compliance to quality and regulatory requirements
• Driving projects for service delivery performance improvement
• Monitoring and improvement of service delivery productivity
• Optimizing the utilization of service resources
• Driving resource, capacity and capability development and alignment strategies
Qualifications/Requirements:
• Bachelor's degree in engineering or technology
• Minimum 5 years of progressive work experience
• Minimum 3 years of operational or project management experience
• Experience in leading cross functional and multicultural teams
• Strong interpersonal and leadership skills Strong verbal and written communication skills
• Facilitation and change management experience
• Demonstrated ability to motivate others and achieve results
• Strong analytical and quantitative skills
• Customer-focused in defining quality and establishing priorities
• Demonstrated commitment for process improvement
• Executive level presentation skills
Desired Characteristics:
Green Belt certified or familiar with Six Sigma quality concepts and tools Demonstrated experience in lean
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