Overview
We are seeking a highly driven
Service Delivery Manager (SDM) to lead and coordinate service delivery across multiple locations and workstreams. This is a
critical path, high accountability role responsible for owning end to end service coordination, intake, planning, scheduling, and execution support.
The SDM acts as the
central hub for service delivery proactively driving progress, anticipating next steps, resolving bottlenecks, and continuously reprioritizing based on urgency, dependencies, and customer impact. This role goes beyond tracking and monitoring; it requires active ownership, influence, and execution.
This is a
6 month contract with potential conversion to a permanent role based on performance and business need.
Responsibilities
- Act as the conductor for service delivery execution across multiple locations and programs
- Own customer service request intake (call and web based) and ensure completeness and accuracy
- Drive planning and preparation for core service execution teams
- Create, manage, and oversee work orders through their full lifecycle
- Coordinate internal teams, external partners, and subcontractors in a fast paced, reactive environment
- Manage scheduling, material procurement, supplemental labor, and service agreements
- Anticipate risks, bottlenecks, and priority shifts; proactively drive corrective actions
- Track delivery progress, response times, and execution quality
- Maintain strong oversight and follow through across parallel workstreams
- Build and maintain strong internal and external working relationships
- Support operational excellence and world class service delivery outcomes
Required Qualifications
- Proven experience in service delivery, service project management, or program management
- Demonstrated ability to manage multiple concurrent workstreams across locations
- Strong capability to anticipate next steps, identify risks, and proactively drive action
- Exceptional organizational skills with the ability to reprioritize rapidly
- Strong stakeholder management and influencing skills
- Excellent verbal and written communication skills
- High accountability mindset with strong follow through
- Proficiency with Microsoft Office (Excel, PowerPoint, Outlook)
Preferred Qualifications
- Experience with work order management systems (Salesforce Lightning preferred)
- Experience with virtual call systems (Genesys preferred)
- Tableau (user level experience)
- Microsoft Dynamics experience
- Background supporting service operations, field services, or delivery coordination
Role Expectations & Performance Focus
- Accuracy and completeness of service request intake
- Timeliness and quality of work order creation
- Effective prioritization and coordination of materials and labor
- Clear communication and expectation setting with stakeholders
- Ability to drive outcomes, not just track activity
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.