Service Delivery Manager, Retail OperationsRequisition ID: 36589
Location: Southbank, AU, 3006
ENGIE is a global energy player with over 97,000 employees across more than 30 countries. All of our teams' efforts are unified in support of the transition to a carbon-neutral economy, by providing innovative energy solutions to households, businesses and communities.
Our global ambition, as a pioneer of the renewable energy transition, is to champion carbon-neutral energies and achieve an affordable, reliable net-zero energy system by 2045.
Zero. You may think it's nothing, but to us at ENGIE… zero is everything! The opportunity: Our retail energy business is at the forefront of low-carbon products, services and technologies, which help Australian households manage their energy bills and emissions. Due to an internal move, we have a wonderful opportunity for a Service Delivery Manager to join our Customer Service team for ENGIE Retail Operations. You will report to the Head of Customer Service, ENGIE Retail.
You will work closely with key stakeholders across the retail business and also with key vendors and bring a strategic mindset. Some knowledge of managing performance of BPO's within a regulated industry, coupled with your proactive outlook on business will set you up for success in this wonderful landing point with a global leader in the energy transition.
Responsibilities will include: Creating, developing and managing the provider's performance KPIs in line with commercial agreementsStrong vendor relationship management, with a focus on achieving operational performance against KPI's all whilst operating in a highly regulated environmentFunctional ownership for customer services area for the business, ensuring that all relevant KPIs are achievedResponsibility to oversee the Cost to Serve for this functionMaintain strong governance on forecasting processes for all functionsManage and report on performance of these functions against critical KPI's, including regulatory reporting requirementsWork collaboratively with peers across the business to ensure operational and strategic goals are achieved.About you: Several years' experience relevant to the requirements of the roleSix sigma/LeanProject managementProcess design and reengineeringData managementVendor Management - experienced in managing complex services contracts with 3rd party suppliersCall Centre/ Back Office Operations ManagementManaged change projects and/or process improvementsNext Steps:
If this sounds like the role for you, we welcome your application.
All applicants must have unlimited rights to work in Australia.
Please note we consider applications on an ongoing basis and therefore encourage you to apply at your earliest opportunity.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer's responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths!
Business Unit: GBU Flexible Gen & Retail
Division: Global B2C Supply - Australia B2C - One Supply
Legal Entity: ENGIE (AUSTRALIA RETAIL)
Contract Type: Permanent
Job Type: Full-Time
Professional Experience: Skilled (>3 experience <15 years)
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