Service Delivery Manager (Only On W2 - Hybrid)
About The Position
The Service Delivery Manager (SDM) is the conductor of the delivery team and is accountable for all customer calls and web-based intake, scheduling, coordination, material procurement, and various other direct delivery coordination activities. This position is equivalent to a Service Project Manager position. This is a Critical Path and high accountability role and demands a highly committed and dynamic individual. The primary areas of focus for this position are 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, and Operational excellence and world class service delivery.
Requirements
- 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 labor, subcontractors, outside service providers, etc.
- Planning and Scheduling
- 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)
Nice To Haves
- Multitasking multiple work streams at one time across different locations and workloads.
- Ability to predict next steps and proactively act on multiple workloads, driving programs rather than just monitoring.
- Engaging others, anticipating issues and priorities, and constantly reprioritizing based on new inputs.
- Follow through and strong oversight with agile and organized processes.
- Experience driving projects, not just monitoring.
- Genesys system experience
- Salesforce bFO/bFS Lightning experience
- Microsoft Dynamics experience
Responsibilities
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
