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

Valet Living•Paradise, NV

19h•Onsite

About The Position

We are seeking a Service Delivery Manager (SDM) who excels in execution, ownership, and delivering exceptional service. This role involves the day-to-day management of Make Ready and Repair & Maintenance services across a designated portfolio of apartment communities. The SDM will oversee field operations, manage independent contractors, ensure adherence to quality and safety standards, and act as a primary client contact for service delivery matters. This position is ideal for individuals who thrive in a field-based environment, enjoy real-time problem-solving, and can effectively coordinate people, schedules, and quality to achieve significant impact.

Requirements

5+ years managing services in a high-volume, transactional service environment.
Proven experience directing independent contractors and managing onsite service delivery.
Bilingual (English/Spanish) required.
Strong commitment to service excellence and client satisfaction.
Able to manage multiple priorities, analyze issues, and implement solutions.
Comfortable 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 required.
Ability to travel within the assigned territory using a personal vehicle.
Ability to walk properties, including stairs and large outdoor areas.
Comfortable working outdoors in varying weather conditions.
Valid driver’s license.
Flexibility to work irregular hours based on business needs.

Nice To Haves

Salesforce preferred
Associate degree or higher preferred

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, and dispatch qualified independent contractors to meet service demand.
Conduct daily site visits to confirm job status, quality, and compliance.
Maintain consistent communication with clients and contractors regarding job details and progress.
Ensure contractors close work orders through the mobile app with required completion photos.
Close out completed work orders to support timely contractor payment and accurate client billing.
Coordinate follow-up repairs, touch-ups, and return visits as needed.
Manage service issues and escalations, partnering with leadership when required.
Achieve key service delivery KPIs such as go-back rates, work order turnaround, contractor app usage, and client retention.
Enforce safety standards and protocols across all job sites.
Identify and address unsafe conditions; escalate unresolved safety concerns promptly.
Ensure incident reporting is completed accurately and on time.
Monitor performance metrics and implement corrective actions to maintain service quality.
Recommend process improvements that enhance efficiency, consistency, and customer satisfaction.
Proactively recruit, evaluate, and onboard qualified independent contractors.
Clearly communicate client requirements, job scope, and performance expectations.
Anticipate contractor capacity needs and address shortages before they impact service.
Support contractor onboarding and compliance processes as needed.
Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers.
Align on job scope, service standards, pricing, and change order processes.
Serve as the primary point of contact for service-related questions and escalations.
Build strong, trust-based relationships with onsite property teams.
Educate clients and property staff on MultiPro service offerings to drive adoption and satisfaction.
Provide guidance and support to less experienced Service Delivery Managers.
Partner with Client Success Managers to resolve daily operational challenges.
Collaborate with internal teams including Finance, HR, Marketing, Operations, and IT to support branch goals.
Communicate escalated risks or service concerns to leadership in a timely manner.
Identify opportunities to improve service delivery and operational processes.
Take on additional responsibilities as needed, demonstrating flexibility and ownership.