Service Delivery Manager

Performix • Carrollton, TX

6d

About The Position

The Service Delivery Manager (SDM) serves as the primary coordinator for service and project delivery activities, including customer intake, scheduling, resource coordination, material procurement, and communication with customers, technicians, and internal stakeholders. This role is best aligned with a Service Project Coordinator position, with responsibilities that include project tracking, schedule management, documentation, and support of delivery-related activities. The ideal candidate will have experience in coordinating service operations and a working knowledge of HVAC, Building Automation Systems (BAS), and/or Security and Access Control systems. Strong organizational, communication, and multitasking skills are essential, along with the ability to support multiple projects and service requests in a fast-paced environment.

Requirements

• Multitasking multiple work streams at one time, for several different locations and workloads within those locations.
• Ability to drive programs at the same time.
• Ability to predict next steps and ask about next steps to proactively act on multiple workloads.
• Experience driving projects, not simply monitoring them or making calls.
• Engage others, anticipate issues, anticipate priorities and constantly reprioritize day and actions of others based on new inputs of what is urgent, behind, has a deadline, or affects others' ability to complete their project pieces.
• Act as the hub and drive traffic.
• Follow through and strong oversight along with well-organized processes that are agile for reprioritizing.
• 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 system 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 & Outcomes
• Complete and accurate Customer Service Request Intake
• Response time
• Accuracy of work order creation
• Prioritization Material Ordering
• Coordination of supplemental labour, subcontractors, outside service providers, etc.
• Planning and Scheduling

Nice To Haves

• Working knowledge of HVAC, Building Automation Systems (BAS), and/or Security and Access Control systems.

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed