Manager Service Delivery

We are seeking a knowledgeable, hands‑on Manager to lead print, scan and reprographics services within an outsourced facilities management environment supporting scientific and engineering clients. This position requires a balance of leadership, technical expertise, client service, and independent on‑site operations management.

As the Manager of Service Delivery, you will be responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed customer expectations. You will lead a team tasked with managing client relationships, resolving service issues, and implementing service improvement initiatives. This role requires strong leadership, customer service skills, and the ability to drive operational excellence in service delivery.

• Manage and supervise a team of 2–5 employees, including scheduling, task assignment, performance oversight, and mentoring
• Provide high‑quality customer service in an outsourced scientific and engineering environment
• Operate, support, and troubleshoot high‑volume production copiers, scanners and engineering plotters
• Manage Fiery systems, printer and scanner drivers, print workflows and orders via internal customer application
• Perform document scanning, indexing, and electronic file management, ensuring accuracy, security, and compliance with client requirements
• Utilize Microsoft Office (Word, Excel, and Access) for reporting, tracking, billing, and operational documentation
• Perform IT and computer troubleshooting, including workstations, printers, and basic network‑related issues
• Prioritize orders and schedule jobs to meet deadlines, service‑level agreements, and client expectations
• Provide team support and training, ensuring consistent quality standards and skill development
• Work independently on client premises, maintaining professionalism and accountability
• Prepare and deliver monthly billing, operational reports, and quarterly business reviews
• Provide accurate job estimates for clients and CTM
• Manage supplies inventory and ordering, including forecasting usage, maintaining stock levels, and coordinating with vendors
• Build and maintain strong relationships with clients, serving as the primary point of contact for service‑related inquiries, escalations, and issues.
• Oversee the delivery of services to clients, ensuring that service levels, performance metrics, and contractual obligations are met or exceeded.
• Lead and manage a team of service delivery professionals, providing guidance, support, and direction to ensure high performance, productivity, and morale.
• Identify opportunities for service improvement and optimization, working closely with internal teams and clients to implement process enhancements and best practices.
• Address service issues, concerns, and complaints raised by clients in a timely and effective manner. Implement corrective actions and preventive measures to minimize service disruptions and improve client satisfaction.
• Monitor key performance indicators (KPIs) and service metrics to track performance, identify trends, and measure progress towards service delivery goals. Implement measures to address any deviations or areas of improvement.
• Prepare and present service performance reports, including metrics, trends, and insights, to internal stakeholders and clients on a regular basis.
• Provide training, coaching, and development opportunities to service delivery team members to enhance their skills, knowledge, and capabilities.
• Collaborate with cross‑functional teams, including sales, operations, and support functions, to ensure alignment and coordination in service delivery efforts.
• Ensure compliance with service level agreements (SLAs), contractual requirements, and regulatory standards governing service delivery operations.

• Experience in service delivery, customer service, or related field, with years in a leadership or managerial role.
• Proven track record of successfully managing client relationships and delivering services that meet or exceed customer expectations.
• Strong leadership and team management skills, with the ability to motivate, inspire, and develop a high‑performing…