Client Services Manager

Reports To: The Service Delivery Manager will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership.

The Service Delivery Manager (SDM) will sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The SDM will act as the primary daily client contact, overseeing staff onsite for all supervisory functions.

• Proactively institute the SPS Governance Model to ensure client satisfaction.
• Standardize policies and procedures, including statistical monthly reporting and benchmarks.
• Drive operational improvements and solution design.
• Troubleshoot and resolve all client, site management, and site staff issues.
• Coordinate, implement, and oversee any special projects.
• Coordinate and lead vendor partner negotiations.
• Manage site financials in terms of hours, gross margin spread, profitability and growth.
• Serve as a knowledgeable resource regarding OSHA, EEOC, and the process for handling complaints.
• Assist in the development of training materials and execution of formal training sessions.
• Support business development internally and as directed.
• Maintain consistent communication with client and SPS at all levels.
• Manage the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if the Supervisor is unable to.
• Meet all client and SPS deadlines.
• Manage all resources within the operation, including people, hardware/software, and facilities.
• Coordinate with supervisors the staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies.
• Maintain a safe working environment for the SPS staff.
• Track all client requests using the approved tracking mechanism for activity and performance.
• Maintain metrics for monthly reporting of KPIs/SLAs.
• Oversee all equipment, supply and messenger vendors to comply with SPS contract.
• Perform daily walkthroughs to observe team performance firsthand for site inspections.
• Document any incidents and inform client and SPS immediately.
• Maintain site P&L at proforma levels or above.
• Consistently execute all deadlines to be met for payroll, billing, and A/R collection.
• Oversee monthly budget forecasts for the account.
• Maintain Client Satisfaction Index (CSI) at or above the previous score.
• Participate in Monthly and Quarterly Client Business Reviews.
• Maintain Employee Satisfaction Index (ESI) at or above the previous score.
• Participate in SPS sponsored events.
• Establish and maintain accountability to the next higher leadership authority.
• Coach, develop and cross‑train operations team to grow their careers.
• Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
• Develop, appraise and counsel staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Maintain consistent documentation monitoring the status of each employee.
• Provide annual employee performance evaluations and reviews as directed by SPS.
• Have strict adherence to all SPS policies & procedures.
• Serve as a knowledge resource regarding SPS policies and procedures.
• Exceed all contractual and client KPIs/SLAs.
• Immediately report any personnel, security or data breach incidents to SPS leadership team.
• Results‑oriented.
• Driven by client satisfaction.
• Strong integrity, and solid business ethics.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude and appearance.
• Good organizational skills.
• Ability to maintain confidentiality.
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.
• Able to convey information and ideas through speech in ways that others will understand.
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand,…