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

Valet Living•Jacksonville, FL

4d•Onsite

About The Position

The Bilingual Service Delivery Manager is responsible for day-to-day Make Ready, Repair & Maintenance, and select construction service delivery across an assigned portfolio of apartment communities. This field-based role oversees operations and independent contractors, ensures work meets quality and safety standards, and serves as a key contact for clients on service delivery. The position requires daily onsite presence and travel within the assigned territory. The manager coordinates schedules, work orders, contractor capacity, site visits, client communication, service escalations, and performance metrics. They also support community launches, maintain relationships with onsite property teams, guide less experienced Service Delivery Managers, and collaborate with internal teams to support branch goals and improve service delivery.

Requirements

At least 5 years of experience 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.
Calm under pressure and adaptable to changing priorities.
Experience with CRM and work order management platforms.
Experience sourcing and onboarding service contractors.
High school diploma or GED.
Bilingual English/Spanish capability is required by the job title.
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.
Associate degree or higher.
Bilingual English/Spanish skills are described as highly preferred in the qualifications section.

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, dispatch, recruit, evaluate, and onboard qualified independent contractors.
Conduct daily site visits to confirm job status, quality, and compliance.
Communicate with clients and contractors about 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 needed.
Achieve service delivery KPIs, including go-back rates, work order turnaround, contractor app usage, and client retention.
Enforce safety standards and protocols, address unsafe conditions, and escalate unresolved safety concerns.
Ensure incident reporting is completed accurately and on time.
Monitor performance metrics and implement corrective actions to maintain service quality.
Recommend process improvements to enhance efficiency, consistency, and customer satisfaction.
Communicate client requirements, job scope, and performance expectations to contractors.
Anticipate contractor capacity needs and address shortages before they affect service.
Support contractor onboarding and compliance processes.
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.
Build trust-based relationships with onsite property teams and educate clients and staff about MultiPro services.
Guide and support less experienced Service Delivery Managers.
Partner with Client Success Managers to resolve daily operational challenges.
Collaborate with Finance, HR, Marketing, Operations, and IT to support branch goals.
Communicate escalated risks or service concerns to leadership in a timely manner.
Take on additional responsibilities as needed, demonstrating flexibility and ownership.