Service Delivery Manager

Location: Westmont IL 60559, Carrollton TX 75006, Andover MA 01810, Franklin TN 37067, Morrisville NC 27560
Duration: 6 months

About the Role

The 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 role and is critical for operational excellence and world-class service delivery.

This is a high-accountability role demanding a highly committed and dynamic individual who can multitask multiple work streams across several locations. The role requires driving programs—not just running meetings—by engaging others, anticipating issues, and constantly reprioritizing based on urgency, deadlines, or dependencies.

Top Skills Needed

• Ability to multitask and manage multiple work streams simultaneously across different locations.
• Proactive anticipation of next steps, issues, and priorities to drive action rather than just monitor or coordinate.
• Strong follow-through, oversight, and agile process organization to reprioritize dynamically.

Responsibilities

• Service Delivery Planning for all core service types, including service agreements, reactive work orders, and quoted service.
• Ownership of customer service request intake, work order creation, and lifecycle management.
• Planning and preparation for core service execution teams.
• Coordination of internal and external teams/subcontractors in a rapid-response environment.
• Cross-functional collaboration and communication to ensure streamlined and expedited delivery.
• Relationship development with execution/action teams and networking internally/externally.
• Direct support of customers to achieve operational excellence.

Key Outcomes

• Complete and accurate customer service request intake with strong response times.
• Accurate work order creation and prioritization.
• Efficient material ordering and coordination of supplemental labor, subcontractors, and outside service providers.
• Effective planning and scheduling for service delivery.

Qualifications

• Familiarity with the systems and components supported by the team.
• Strong interpersonal skills to manage highly charged situations internally and externally.
• Exceptional verbal and written communication skills.

Requirements

• Commitment to excellent customer service.
• Best-in-class organizational skills.
• Ability to manage and prioritize multiple responsibilities simultaneously.

Skills

• Strong experience with Microsoft Office.
• Virtual (PC-based) call systems (Genesys preferred).
• Work Order Management Systems (Salesforce bFO/bFS Lightning preferred).
• Tableau (user level).
• Microsoft Dynamics (preferred).