Client Services Manager

SPS-North America•Austin, TX

2d•Onsite

About The Position

The Service Delivery Manager (SDM) position is to 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. While overseeing the staff onsite for all supervisory functions required. Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Requirements

High School Diploma (or equivalent) required.
Minimum of 5+ years of experience in high level relationship building and operational management.
Previous management/ supervisor experience overseeing 5-10 employees.
Ability to build business relationships and interact effectively with C level executives.
Solid understanding of selling skills.
Exceptional computer skills.
Driven by client satisfaction, with proven track record of diplomacy and ownership.
Strong integrity, solid business ethics.
Strong team approach to account management.
Creative strategic thinking and performance.
Required to maintain an overall professional appearance and attitude.
Adhere to all policies and procedures required.

Nice To Haves

Industry related experience a plus.

Responsibilities

Proactively institutes the SPS Governance Model to ensure client satisfaction.
Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
Drives operational improvements and solution design.
Troubleshoots and resolves all client, site management, and site staff issues.
Coordinates, implements, and oversees any special projects.
Coordinates and leads vendor partner negotiations.
Manages site financials in terms of hours, gross margin spread, profitability and growth.
Serves as a knowledgeable resource regarding OSHA, EEOC, and the process for handling complaints.
Manages direct reports, including managerial staff.
Assists in the development of training materials and execution of formal training sessions
Support business development internally and as directed.
Maintains consistent communication with client and SPS at all levels.
Manages the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if the Supervisor is unable to.
Meets all client and SPS deadlines.
Manages all resources within the operation, including people, hardware/software, and facilities.
Coordinates with the supervisors the staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies.
Maintains a safe working environment for the SPS staff.
Tracks all client requests using the approved tracking mechanism for activity and performance.
Maintains metrics for monthly reporting of KPIs/SLAs.
Oversees all equipment, supply and messenger vendors to comply with SPS contract.
Performs daily walkthroughs to observe team performance firsthand for site inspections.
Documents any incidents and informs client and SPS immediately.
Maintains site P&L at proforma levels or above.
Consistently executes all deadlines to be met for payroll, billing, and A/R collection.
Oversees monthly budget forecasts for the account.
Maintains Client Satisfaction Index (CSI) at or above the previous score.
Participates in Monthly and Quarterly Client Business Reviews.
Maintains Employee Satisfaction Index (ESI) at or above the previous score.
Participates in SPS sponsored events.
Establishes and maintains accountability to the next higher leadership authority.
Coaches, develops and cross trains 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
Develops, appraises and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
Maintains consistent documentation monitoring the status of each employee.
Provides annual employee performance evaluations and reviews as directed by SPS.
Has strict adherence to all SPS policies & procedures.
Serves as a knowledge resource regarding SPS policies and procedures.
Exceeds all contractual and client KPIs/SLAs.
Immediately reports any personnel, security or data breach incidents to SPS leadership team.