Job Description

Job Title Service Delivery Manager

Description

JOB DESCRIPTION:

About Abbott:

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

Career development with an international company where you can grow the career you dream of .

A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

About Diagnostics

We're empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott's diagnostics instruments, providing lab results for millions of people.

Our rapid diagnostics solutions are helping address some of the world's greatest healthcare challenges.

SERVICE DELIVERY MANAGER

Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of Service Delivery Manager is within our Toxicology business and the base of work will be within the newly built 'Centre of Excellence' for Drug and Alcohol testing with our client in Dubai. The Service Delivery Manager will be responsible for overseeing the collection activities within the Dubai centre of excellence and global outstations, managing the relationship with the customer and line management of the Dubai based Collecting Officers.

This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES:

• Working with the customer to manage the random program of collections, both within the Dubai locations and global outstations.
• Coordinating 'suspicion' testing requests, ensuring that we respond to the customer as quickly as possible.
• Managing the relationship with the customer including, but not limited to, the production of management information, being the onsite point of contact for all customers queries and being the point of contact for the laboratory.
• Working with the customer to maximize their testing quota including ramping up and slowing down as and when the customer requires.
• Line management responsibilities for the Dubai based Collecting Officers
• Log, investigate and respond to customer escalations/complaints in line with our internal timescales.
• Stock control of the onsite testing equipment and management of the testing facilities in Dubai.
• Conducting specimen collections, when required in order to maintain the service to the customer.
• Remain current with all internal process, acknowledging updates within the required timeframes and participating in audits to remain competent.
• Any other reasonable duties as directed.

BASIC QUALIFICATIONS | EDUCATION:

• Degree qualified and/or relevant work experience, preferably 5 + years experience in managing supplier and customer relationships/ customer service
• Good verbal, written and communication skills and excellent attention to detail.
• Strong working knowledge of Microsoft office applications, especially Word, Excel & Outlook.

• A self-motivated individual with a flexible approach to work.
• Ability to follow set processes to ensure the right outcome.

COMPETENCIES:

• Pioneering- Continually work with the business to support and review processes within the team, discussing and implementing improvements as agreed with the Customer Operations Director.
• Achieving- Communicating effectively ensuring our external and internal customers receive the right information at the required point to make informed and appropriate decisions which support the business goals.
• Caring- Supporting customers and colleagues to achieve the desired outcomes keeping business needs in mind within the decision-making process. Understand the impact of the actions taken or omissions made within your role and how these affect others both internally and externally. Using this information to ensure only positive outcomes.
• Enduring- Ensuring current or changes to any process ensure the long term success of the collection business and retain and grow our customer base.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

We provide reasonable adjustments to qualified individuals with disabilities. To request a reasonable adjustment, please speak to your line manager or HR contact.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The salary for this role is between:
N/A

JOB FAMILY:Customer Service

DIVISION:TOX ARDx Toxicology

LOCATION:United Arab Emirates > Dubai : Ubora Tower2

ADDITIONAL LOCATIONS:

WORK SHIFT:Standard

TRAVEL:Not specified

MEDICAL SURVEILLANCE:Not Applicable

SIGNIFICANT WORK ACTIVITIES:Not Applicable

You have applied correctly

A message has been sent to the employer, you are going to receive the reply soon. Good luck!

You have applied correctly

The request has been sent correctly. However, we have seen that your resume is incomplete. We highly recommend you to fill it to let the employer know you. These are the fields you have empty: