Service Delivery Manager

Description:

• The Service Delivery Manager (SDM) serves as the primary coordinator for service and project delivery activities, including customer intake, scheduling, resource coordination, material procurement, and communication with customers, technicians, and internal stakeholders.
• This role is best aligned with a Service Project Coordinator position, with responsibilities that include project tracking, schedule management, documentation, and support of delivery-related activities.
• The ideal candidate will have experience in coordinating service operations and a working knowledge of HVAC, Building Automation Systems (BAS), and/or Security and Access Control systems. Strong organizational, communication, and multitasking skills are essential, along with the ability to support multiple projects and service requests in a fast-paced environment.

Top 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 other’s ability to complete their projects pieces.
• This person will be the hub and will have to drive traffic.
• Follow through and strong oversight along with well-organized processes that are agile for the reprioritizing mentioned in the last skill.

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

Duties include but not limited to:

• 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

Qualifications:

• 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

Software/Skills:

• 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)

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 labour, subcontractors, outside service providers, etc. Planning and Scheduling