Job Title: Service Delivery Manager Locations: Morrisville NC / Franklin, TN / Westmont, IL / Carrollton, TX / Andover, MA Duration: 6 Months Contract Schedule: Hybrid (3 days onsite / 2 days remote)
Rate Range: $35 to $40 per hour on W2
Job Description:
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.
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 from our customers
Operational excellence and world class service delivery
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
Must Have:
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
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
Software/Skills:
Strong Experience with Client Office
Virtual (PC Based) Call Systems (Genesys system preferred)
Work Order Management Systems (Salesforce bFO/bFS Lightning preferred)
Tableau (user level)
Client Dynamics (Preferred)
Numbers & Facts
Location
VARIOUS, FL
Salary
$35–$40 Per Hour
Skills
Calendar Managementunmatched
Communication Skillsunmatched
Cross-Functionalunmatched
Customer Support/Serviceunmatched
Delivery Managementunmatched
Establish Prioritiesunmatched
Genesys Solutionsunmatched
Interpersonal Skillsunmatched
Order Managementunmatched
Organizational Skillsunmatched
Presentation/Verbal Skillsunmatched
Project/Program Managementunmatched
Purchasing/Procurementunmatched
Salesforce.comunmatched
Service Deliveryunmatched
Tableauunmatched
Writing Skillsunmatched
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