Service Delivery Manager

Service Delivery Manager

Required

Education:

High School or equivalent

Required Experience:

Commitment to excellent customer service, strong experience with Microsoft Office, Tableau (user level), 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, 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, multitasking multiple work streams at one time.

Preferred Experience:

Work Order Management Systems (Salesforce bFO/bFS Lightning preferred), Virtual (PC Based) Call Systems (Genesys system preferred), Microsoft Dynamics (Preferred)

Job Responsibilities:

Service Delivery Manager (SDM) is the responsible/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. 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.

** Only those lawfully authorized to work in the designated country associated with the position will be considered.

** Please note that all position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.