Service Delivery Manager

Job Title: Service Delivery ManagerContract Duration: 6-month contract with strong potential for conversion for the right candidateLocation: Hybrid (3 days onsite). This role can be based at any of the following locations:Carrollton, TX 75006Andover, MA 01810Franklin, TN 37067Westmont, IL 60559Morrisville, NC 27560Top 3 Skillsets Needed:Multitasking multiple work streams at one time. This will be for several different locations and workloads within those locations. This role is not to run meetings but rather to run programs at the same time.The ability to predict next steps and ask about next steps to proactively act on these multiple workloads. This person must have experience driving and not simply monitoring projects or making calls. This person must engage others, anticipate issues, anticipate priorities, and constantly be reprioritizing their day and actions of others based on new inputs of what is urgent, behind, has a deadline, or affects others’ ability to complete their project pieces. This person will be the hub and will have to drive traffic.3. Follow through and strong oversight, along with well-organized processes that are agile for the reprioritizing mentioned in the last skill.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 IntakePlanning and preparation for core service execution teamsOwnership of all coordination for core service deliveryWork Order Creation and lifecycle managementCross-functional collaboration and communication to ensure streamlined and expeditious deliveryDirect support of our customersOperational excellence and world-class service deliveryDuties include, but are not limited to:Service Delivery Planning for all core service typesService AgreementsReactive work ordersQuoted ServiceRelationship Development with execution/action teamsCoordination of internal and external teams and subcontractors in a rapid response business environmentNetworking internally and externallyQualifications:Familiarity and a general understanding of the systems we support and the components withinStrong interpersonal skills, including the ability to manage in highly charged situations internally and externallyExceptional communication skills - verbal and writtenSoftware/Skills: Strong Experience with Microsoft OfficeVirtual (PC Based) Call Systems (Genesys system preferred)Work Order Management Systems (Salesforce bFO/bFS Lightning preferred)Tableau (user level)Microsoft Dynamics (Preferred)Requirements:Commitment to excellent customer serviceBest in class organizational skillsAbility to manage and prioritize multiple responsibilities simultaneouslyShape Expectations & OutcomesComplete and accurate Customer Service Request IntakeResponse timeAccuracy of work order creationPrioritization Material OrderingCoordination of supplemental labor, subcontractors, outside service providers, etc. Planning and Scheduling