Service Delivery Manager

Performix • Andover, MA

6h • Hybrid

About The Position

Service Delivery Manager (SDM) is the conductor of the delivery team and is 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 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
· Operational excellence and world class service delivery

Requirements

• 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)
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees