Service Delivery Manager
Job in
Andover, Essex County, Massachusetts, 05544, USA
Listed on 2026-07-17
Listing for:
Performix Business Services
Full Time
position Listed on 2026-07-17
Job specializations:
-
Management
Operations Management, Administrative Management, Business Administration
Job Description & How to Apply Below
Service Delivery Manager
Schedule:
Hybrid, 3 days on site. Duration: 6 months.
Location:
Andover, MA.
- Multitasking multiple work streams at one time across several locations and workloads. The role focuses on running programs concurrently rather than meetings.
- Predicting next steps and proactively acting on multiple workloads, driving projects rather than simply monitoring, engaging others, anticipating issues and priorities, and continually reprioritizing based on new inputs.
- Follow through and strong oversight with well‑organized, agile processes to accommodate reprioritization.
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 direct delivery coordination activities. This position is equivalent to a Service Project Manager and requires high accountability.
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
- 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
- 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
- Strong experience with Microsoft Office
- Virtual (PC‑based) call systems – Genesys preferred
- Work Order Management Systems – Salesforce bFO/bFS Lightning preferred
- Tableau (user level)
- Microsoft Dynamics (Preferred)
- Commitment to excellent customer service
- Best in class organizational skills
- Ability to manage and prioritize multiple responsibilities simultaneously
- Shape expectations and outcomes
- Complete and accurate customer service request intake
- Response time
- Accuracy of work order creation
- Prioritization and material ordering
- Coordination of supplemental labor, subcontractors, outside service providers, etc. – planning and scheduling
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