National Service Manager - Peterborough

BCT Resourcing
18 Jun 2017
18 Jul 2017
Contract Type
Full Time
Position: National Service Manager
Location: Peterborough
Salary: Salary up to £77250 plus with NO FLEX + 10% STIP and car.
Job type: Permanent

This role will lead the national delivery of the transport and support services strategy in order that financial savings and performance improvements are made and evidenced through transport D&I margin£, SOM60DSC and support services NPS. To manage, lead, mentor and motivate regional service managers, transport and planning colleagues, field based engineers, technicians and administration teams across regional branches and customer sites to deliver, install and provide post installation services in line with corporate and regional performance standards, cost control and customer expectations.
Define and embed client to ensure that all regions work consistently collaboratively to ensure a cohesive approach to customer delivery, installation and after sales services, thereby optimising:

Transport planning and delivery of products
Project management and Installation of products
Post installation and repair services where corrective action is required
To support the cross-functional relationship across of ‘inside’ and ‘outside’ the yard operational functions to achieve aforementioned quantifiable targets.

Reporting structure
Reporting directly to the Supply Chain Director
Direct reports – dotted line to/from Regional Service Managers across the UK
Will form part of the client procurement community.

Main responsibilities:
Customer Service
Proactively build constructive customer relationships through effective communication and liaison both internally and externally.
Provide the point of escalation for internal and external client where transport, installation or service issues arise.
Monitor customer feedback and address issues in a timely manner, engaging other areas of the business as necessary.

Responsible for logistics operations and performance, to include internal and third party distribution.
Lead the monthly cadence of sales and operational (S&OP) activities to deliver business objectives and metrics performance levels, and oversee the preparation and distribution of documentation.
Maintain formal documented and accepted S&OP processes with clearly defined accountabilities, business processes, expected outputs and KPIs.
Resolve significant variances of actual supply and demand to forecast and budgeted figures.
Oversee supply planning activities and facilitate resolution of supply issues as per agreements with contract manufacturers including applicable forecast ordering requirements.
Educate, train and deliver performance improvement initiatives in support of logistics and planning objectives, through adoption and execution of Lean Thinking and Techniques.
Align resources to business needs in order to achieve service level agreements.
Review functional performance data to deliver and measure productivity, performance and costs.
Monitor internal (functional, regional and corporate) and external (site, customer) quality issues and develop corrective and preventative actions.
Maintain and enhance business processes and systems and continually improve procedures to maximize operating efficiency.
Identify opportunities for productivity improvement and effectively manage costs of labour and materials to consistently deliver across peak periods.
Share best practice with RSM colleagues in other regions.

Be a role model, acting in a professional manner and ensure that good constructive working relationships are maintained at all times.
Effectively manage, develop and mentor indirect reports in line with corporate processes and procedures.
Ensure that all employees within the function have clear objectives which are effectively managed through performance reviews, development plans and other people processes in order to maximize performance and talent potential.
Proactively encourage the use of all people policies and procedures such as reward and recognition initiatives etc.
Oversee the maintenance of all training records and qualifications where there is a business/legal requirement.
Ensure that safe working practices are adhered to and strive to achieve “zero harm” in line with SHEQ policy.
Ensure that safe working practices are adhered on customer sites in line with client policy and procedures and Customer SHEQ policies.
Ensure that direct reports, and their teams, understand and comply with all relevant Company rules, agreements, policies, procedures and with all relevant legislative requirements and code of practice.

Key factors for success (short-term, mid-term and long-term)

Success in 6 months will include:
Establish relationships with colleagues and suppliers.
Aware of all company policies and processes.
Support delivery of the NSM 2017 objectives.

Success in 1 year will include:
Achieve NSM objectives
Key relationships in place with preferred supply partners to support business development and growth
Delivers a customer focused service with the best solutions for internal stakeholders
Achieve supply chain targets and support functional and divisional directors in achieving their operational targets.
Reduce D&I margin losses transport cost per move.
Lead initiatives to increase NPS score through generic and support services.
Ensure quality SOM60 rate is on target.

Success in 3 years will include:
Achieved cost reduction and value enhancement in supply chain
Ability to foresee future market changes, to adapt quickly to new business models, and to understand where value is being created and re-created

Job experience & skills requirements

Work Experience/Qualifications
Experience at a similar level with previous skills within commercial and support services management and exposure to logistics.
Extensive experience of peripatetic leadership – is critical.
Demonstrable experience of influencing P&L holders and non-direct reports.
Must have experience in key commercial and support services roles; where responsibilities included the overall strategic management and development of the function to deliver “best practice” initiatives.
Experience in a construction / manufacturing / engineering environment would be appropriate.
Experience of working in a growth environment where supply chain efficiencies are key to the business success would be a strong advantage.
An understanding of business and management principles, leadership strategies and strategic planning.
Knowledge of economic and accounting principles, along with forecasting and analysing data and financial information.
Sound knowledge and practical experience of Lean fundamentals.
Operational Due Diligence experience.

Need people that have managed drivers (transport/logistics) and regional service engineers. We are getting candidates that tend to do one or another, but this person will be involved in both. Also, there will be no direct reports so it is being able to manage a virtual team and influence key stakeholders when you don’t have a direct reporting line