Service Delivery Manager

Schedule: Hybrid, 3 days on site Duration: 6 months Location: Andover, MA

Top 3 Skillsets Needed:

1. 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.

2. 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 reprioritize 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.

3. Follow through and strong oversight along with well-organized processes that are agile for the reprioritize mentioned in the last skill.

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

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