Service Delivery Manager

About

Service Delivery Manager (SDM) is the conductor of the delivery team and is accountable for all customer call and web-based intake, scheduling, coordination, material procurement and various other direct delivery coordination activities. This position is equivalent to a Service Project Manager position.

This is a Critical Path and high accountability role and demands a highly committed and dynamic individual.

The primary areas of focus for this position are:

• Customer Service Request Intake
• Planning and preparation for core service execution teams
• Ownership of all coordination for core service delivery
• Work Order Creation and lifecycle management
• Cross-functional collaboration and communication to ensure streamlined and expeditious delivery
• Direct support of our customers
• Operational excellence and world class service delivery

Duties include but not limited to:

• Service Delivery Planning for all core service types
• Service Agreements
• Reactive work orders
• Quoted Service
• Relationship Development with execution/action teams
• Coordination of internal and external teams and subcontractors in a rapid response business environment
• Networking internally and externally

Requirements

• Familiarity and a general understanding of the systems we support and the components within
• Strong interpersonal skill including the ability to manage in highly charged situations internally and externally
• Exceptional communication skills - verbal and written

Software/Skills

• Strong Experience with Microsoft Office
• Virtual (PC Based) Call Systems (Genesys system preferred)
• Work Order Management Systems (Salesforce bFO/bFS Lightning preferred)
• Tableau (user level)
• Microsoft Dynamics (Preferred)

Additional Requirements

• Commitment to excellent customer service
• Best in class organizational skills
• Ability to manage and prioritize multiple responsibilities simultaneously
• Shape Expectations & Outcomes
• Complete and accurate Customer Service Request Intake
• Response time
• Accuracy of work order creation
• Prioritization Material Ordering
• Coordination of supplemental labor, subcontractors, outside service providers, etc. Planning and Scheduling

Hours: 8:00am to 5:00pm