Job Title: Service Delivery Manager
Location: Hanau (Frankfurt am Main), Germany
Purpose of Position
To ensure the effective and efficient delivery of Management Systems Assessment & Certification, Medical Devices regulatory approval and testing services (“the Services”) for BSI in Germany (“the business”), subject to appropriate scheme requirements and any external, audit and accreditation regime.
Work jointly with the global Assessment & Certification-, Testing-, Training-, and Medical Device business stream management to ensure the effective and efficient delivery to the wider EMEA Region.
To ensure the provision of service to clients the job holder maintains an appropriate level of client satisfaction, such that their loyalty to BSI is reasonably maintained.
Context / Dimensions
The role encompasses appropriate leadership and management of delivery of the Services within Germany. The job holder will also take the role of the commercial leader for the Medical Devices Team. Personal effectiveness will come from application of personal authority and expertise rather than hierarchical position. The functional scope for the role includes all aspects of Service Delivery within the business:
- Skills development, maintenance and assessor/technical specialist accreditation and thus ensure delivery readiness
- Ensure availability of necessary Laboratory facilities
- Order-book scheduling & development of testing and assessment while ensuring optimal resource utilization levels
- Customer service management (for delivery of the Services)
- Identification and deployment of best practice, consolidated reporting and delivery of centralised services to support the German team
- Enhanced service levels for predefined client accounts
- Accurate planning, forecasting and business delivery.
Key Duties / Responsibilities
- Develop and agree baseline performance targets (Budget, F1, F2 and F3, supported by monthly STF updates) together with the Regional Finance Controller and in line with agreed regional business strategy, business stream functions and wider BSI performance expectations
- Manage day-to-day operations within Germany, ensuring appropriate transparency, consistency, timeliness and compliance to procedures, covering the scope of functions. In particular:
- Optimise use of External Resource v Internal Resource, giving BSI the
best overall performance for delivery of the Services on time, within cost,
to the defined quality of business outcome
- Manage client relationships for the delivery of the Services using
customer services ethos such that they receive (1) a high quality service,
(2) a valuable service, and (3) an appropriate experience in engaging
with BSI
- In line with the strategy for managing accounts within the business,
manage the delivery of enhanced service levels for predefined clients,
including specialist reporting needs and team selection
- Manage the accurate creation and timely reporting of Service Delivery performance to the Country Manager and wider parts of BSI, as part of the defined governance process
- Leading and optimising staff within Germany with a responsibility for Service Delivery (both field-based and office-based), in terms of structure, targets, capability and motivation to meet the ongoing needs of the business. In particular:
- Working collaboratively with the wider EMEA and BSI business stream
teams, identify and implement appropriate levels of training to maintain
sufficient competency for testing & assessor accreditation while also
seeking to optimise productivity
- Manage the external resource (ER) utilised in client-facing roles such
that BSI’s brand and customer satisfaction levels are maintained
- Establish and maintain appropriate relationships with the Service Delivery stakeholders across the region, identifying and deploying best practice collaboratively within that community, while evaluating performance against KPIs and producing consolidated reporting. Identify, implement and deliver services within Germany
- Establish and maintain appropriate links with people in similar roles across the BSI Group, to facilitate exchange of data, information, knowledge and best practice
- Contribute to the development and implementation of the business stream strategy, providing commercial thought leadership while ensuring the creation of business justifications and appropriate performance metrics
- Manage a portfolio of standards and CE marking schemes
- Act as “Technical Sales” support to the commercial team as appropriate
- Liaise with the technical teams to ensure globally harmonized ways of working, competence level and service delivery.
- Support the Commercial Team by responding in a timely fashion to quote requests
- Provide advice and support to product specialists and scheme managers on certifications in your area of expertise that may have a challenge
Key Performance Indicators
- Delivery of all services in time, budget and quality, with positive feedback from clients and colleagues
- Delivering budgeted business targets
- Thorough, prompt reporting back from meetings with third parties and effective handling of issues that arise
- Timely handling of projects falling within area of specialism, whether performed personally or by other BSI staff under supervision
- Continuing high level of customer satisfaction and contributing towards BSI being a premium player
Knowledge/Skills/Abilities
- Knowledge of business processes and the application of quality management standards
- Demonstrable people management and leadership skills
- Conceptual and analytical thinking, efficiency, business sense and results driven
- A team player, good at building relationships both internally and externally
- Broad technical understanding of client industry products
- The position involves travel to BSI, customer and third party locations in Germany
- Excellent German and English language skills, both written and oral
- Ability to influence at relevant levels within a multidimensional organisation and client and regulatory organisations
- Previous experience and comprehensive expertise of Medical Device regulatory approval and testing business
- MSc or PhD degree in technical discipline or equivalent qualification, complemented by proven set of commercial skills
- Experience and expertise of Management Systems and Product Certification
- Customer orientation
- Post-qualification experience in commercial/international environment
- Leadership qualities, able to lead own team and influence senior management across the region and outside
- IT skills, especially SAP, Excel and database are an advantage
Contact:
Please forward CV with brief covering letter to: dagmar.rode@bsigroup.com
BSI Management Systems und
Umweltgutachter Deutschland GmbH
Dörnigheimer Straße 2, 63452 Hanau
Telefon 06181 – 99 37 0, E-Mail info.de@bsigroup.com
www.bsigroup.de
