Service Delivery Manager

Performix • Andover, MA

3d • Hybrid

About The Position

The Service Delivery Manager (SDM) acts as the conductor of the delivery team, 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 and is a critical path, high accountability role demanding a highly committed and dynamic individual. The primary areas of focus include 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 for streamlined delivery, direct customer support, and operational excellence.

Requirements

• Familiarity and a general understanding of the systems we support and the components within.
• Strong interpersonal skills, including the ability to manage in highly charged situations internally and externally.
• Exceptional communication skills - verbal and written.
• Strong Experience with Microsoft Office.
• Experience with Virtual (PC Based) Call Systems (Genesys system preferred).
• Experience with Work Order Management Systems (Salesforce bFO/bFS Lightning preferred).
• User-level experience with Tableau.
• Commitment to excellent customer service.
• Best in class organizational skills.
• Ability to manage and prioritize multiple responsibilities simultaneously.
• Ability to Shape Expectations & Outcomes.
• Ability to ensure complete and accurate Customer Service Request Intake.
• Ability to meet response time requirements.
• Ability to ensure accuracy of work order creation.
• Ability to prioritize Material Ordering.
• Ability to coordinate supplemental labor, subcontractors, outside service providers, etc.
• Ability to perform Planning and Scheduling.

Nice To Haves

• Microsoft Dynamics (Preferred)
• Experience driving and not simply monitoring projects or making calls.
• Experience anticipating issues, anticipating priorities and constantly reprioritizing day and actions of others based on new inputs.

Responsibilities

• Act as the conductor of the delivery team, accountable for all customer call and web-based intake, scheduling, coordination, material procurement, and various other direct delivery coordination activities.
• Manage multiple work streams simultaneously across different locations and workloads.
• Proactively predict and act on next steps for multiple workloads.
• Drive programs and engage others, anticipating issues, priorities, and reprioritizing daily actions based on new inputs.
• Maintain strong oversight and organized, agile processes for reprioritization.
• Handle Customer Service Request Intake.
• Plan and prepare for core service execution teams.
• Own all coordination for core service delivery.
• Manage the lifecycle of Work Orders.
• Collaborate and communicate cross-functionally to ensure streamlined and expeditious delivery.
• Provide direct support to customers.
• Drive operational excellence and world-class service delivery.
• Plan Service Delivery for all core service types.
• Manage Service Agreements.
• Handle Reactive work orders.
• Manage Quoted Service.
• Develop relationships with execution/action teams.
• Coordinate internal and external teams and subcontractors in a rapid response business environment.
• Network internally and externally.

What This Job Offers

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