Service Delivery Lead

About the role

The Service Delivery Lead will manage the day-to-day Retail Services team operations, vendor management, and service management for the client(s) they support. They will also handle data verification, reporting, and analysis, and assist in the review, development, and implementation of related processes and initiatives.

Responsibilities

• Generate and dispatch service request work orders to vendors as per established process.
• Review Priority works orders – communicate and follow up on priority orders to vendors and ensure they are addressed in a timely manner to meet KPI requirements.
• Review Work Orders – ensure that all work orders dispatched to the FM are closed out or reassigned to technician or vendor.
• Perform inspection of work orders closed by vendors and ensure complete/accurate closeout details are provided (e.g. cost, work completed, equipment tag #).
• Run report on open work orders and check status with the appropriate vendors.
• Update WO statuses if verified to be completed or resolved during follow up.
• Respond to vendor inquiries regarding workorder related issues.
• Respond to Client inquiries regarding current or past workorders (Status of the work, Issues/warranty, escalations).
• Correcting information in the system, addresses, phone numbers.
• Add new vendors and locations to the system.
• Finance Review and resolve invoice referrals/escalations.
• Review and resolve invoicing errors.
• Review and approve billing for tech services.
• Review and approval of invoices for payment (Oracle).
• Respond to vendor inquiries regarding invoicing-related matters.
• Client/Service Management: Make and receive calls/emails from the vendors and clients for follow ups on workorder status, creation or cancellation. Act as main point of contact, between the client and all other parties, technicians that reach out for approvals, questions and issues, vendors that need further information or approvals. Primary escalation point for taking care of any issues regarding service. Involvement in specific Emergency workorders may need to be managed from start to end. Requesting approvals from the client. Review of PM workorders and following up with vendors as needed. Participation and gathering information for QBR’s. Reporting Client reporting needs as required.
• Quality Compliance: Execute quality & compliance team activities that support the quality compliance contractual obligations. Interface with BGIS management and client management to identify applicable regulatory and compliance requirements and ensure accurate understanding of those requirements between BGIS and the client. With guidance, assist in the review of related processes by conducting compliance process capability studies to identify, improve and correct process inefficiencies and inaccuracies; review process documentations and speak with relevant stakeholders to understand and identify process improvement opportunities. Provide input for planning, development, execution and improvement of compliance-related processes and programs. Assist in the implementation of compliance-related processes through activities such as coordination of process implementation with relevant stakeholders, process documentation, providing contents to presentations, etc. Identify any quality, compliance and contractual issues and communicate them to the appropriate BGIS and customer management teams. Comply with all company policies and procedures and adhere to company standards.
• Other duties as assigned.

Requirements

3-5 Years of Relevant experience in Facility Management or Vendor Management
Demonstrated organizational, project planning and management skills
Technical writing skills
Good writing and verbal communication skills
Good training and presentation skills
Strong analytical and problem-solving skills
Sound judgment skills based on observation of objective evidence
Understanding of compliance requirements of relevant external organizations
Strong proficiency in MS Excel, PowerPoint and Word, Power BI

Skills

• Knowledge of compliance requirements of relevant external organizations
• Strong proficiency in MS Excel, PowerPoint and Word, Power BI

Benefits

Visit us online at https://www.bgis.com/us/careers/ for more information.

Pay

N/A

Schedule

N/A