Service Delivery Manager - North America
Dublin, Ie
• Drove process improvements of quality management system aligned with API Q2 and ISO 9001:2015 standards• Created, maintained, and utilized reports and dashboards to provide visual metric trends• Facilitated yearly management review of the regional business that analyzed actual versus target key performance indicators leading to Balanced Scorecard performance targets for the following year• Supported operational, financial, sales, learning, and internal performance objectives and initiatives• Audited 28 facilities for adherence to process system, identify gaps, prioritize, and establish goals to resolve issues and unify operational process and documentation leading to 11% YoY audit compliance improvement• Hired and managed a development program of 23 field engineers to provide internal candidate talent pipeline• Applied Lean Six Sigma process to improve technical sales software which provided a return on investment in six months, reduced time to customer 83%, and has surpassed 3000 internal users per month• Captured lessons learned in procedures and work instructions and oversaw the distribution system• Promoted a safety culture through a behavior-based system focus leading to 34% TRIR reduction• Supervised management of change and risk analysis of nine facility moves during company transformation• Led fleet management optimization project of light and heavy-duty work trucks leading to cost reduction• Conducted TapRooT investigations, Failure Mode Effects Analysis, and Kaizen improvement events• Maintained testing, measurement, and detection equipment (TMDE) regional database• Utilized competency assessment and training programs to identify gaps and enhance personnel performance
