Service Delivery Manager (Bilingual Required - Eng/Span) - MultiPro Property Solutions

Valet Living•Jacksonville, FL

6d•$50,000•Onsite

About The Position

The Service Delivery Manager is responsible for day-to-day delivery of Make Ready, Repair & Maintenance, and select construction services across an assigned portfolio of apartment communities. This field-based role oversees operations, independent contractors, service quality, safety, schedules, work orders, and client communication. The manager conducts daily site visits, addresses service issues and escalations, supports contractor recruitment and onboarding, and works with clients and internal teams to achieve service delivery goals. The position requires regular travel within the assigned territory and daily onsite presence. The manager supports new community launches, builds relationships with property teams, monitors service metrics, and identifies improvements to operational processes. The role also provides guidance to less experienced Service Delivery Managers and takes on additional responsibilities as needed. The listed starting salary is $50,000+, with a 10% annual target bonus paid quarterly. Final compensation depends on factors including location, experience, and skills.

Requirements

5+ years managing services in a high-volume, transactional service environment.
Proven experience directing independent contractors and managing onsite service delivery.
Strong commitment to service excellence and client satisfaction.
Ability to manage multiple priorities, analyze issues, and implement solutions.
Comfort working directly with onsite decision-makers and field partners.
Ability to remain calm under pressure and adapt to changing priorities.
Experience with CRM and work order management platforms.
Experience sourcing and onboarding service contractors.
High school diploma or GED required.
Ability to travel within the assigned territory using a personal vehicle.
Ability to walk properties, including stairs and large outdoor areas.
Comfort working outdoors in varying weather conditions.
Valid driver’s license.
Flexibility to work irregular hours based on business needs.

Nice To Haves

Salesforce experience preferred.
Associate degree or higher preferred.
Bilingual English/Spanish highly preferred.

Responsibilities

Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities.
Ensure work is completed on time, meets quality standards, and aligns with client expectations.
Build and manage daily schedules using the designated work order management system.
Source, select, and dispatch qualified independent contractors.
Conduct daily site visits to confirm job status, quality, and compliance.
Communicate with clients and contractors regarding job details and progress.
Ensure contractors close work orders in the mobile app with required completion photos.
Close completed work orders to support timely contractor payment and accurate client billing.
Coordinate follow-up repairs, touch-ups, and return visits.
Manage service issues and escalations, partnering with leadership when required.
Achieve service delivery KPIs, including go-back rates, work order turnaround, contractor app usage, and client retention.
Enforce safety standards and protocols across job sites; identify unsafe conditions and promptly escalate unresolved concerns.
Ensure incident reports are completed accurately and on time.
Monitor performance metrics and implement corrective actions to maintain service quality.
Recommend process improvements that enhance efficiency, consistency, and customer satisfaction.
Recruit, evaluate, and onboard qualified independent contractors; communicate client requirements, job scope, and performance expectations.
Anticipate contractor capacity needs and address shortages before they affect service.
Support contractor onboarding and compliance processes as needed.
Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers.
Align with clients on job scope, service standards, pricing, and change order processes.
Serve as the primary contact for service-related questions and escalations, and build relationships with onsite property teams.
Educate clients and property staff about MultiPro service offerings to drive adoption and satisfaction.
Guide and support less experienced Service Delivery Managers.
Partner with Client Success Managers and internal teams, including Finance, HR, Marketing, Operations, and IT, to support branch goals.
Communicate escalated risks or service concerns to leadership in a timely manner.
Identify opportunities to improve service delivery and operational processes, and take on additional responsibilities as needed.