Service Delivery Manager (W2 - Hybrid)
HybridFranklin, Tennessee, United States
Job Summary
Conduct service delivery planning for all core service types while managing reactive work orders, quoted services, and material procurement. Coordinate internal and external teams, including subcontractors, in a rapid response environment to ensure expeditious delivery. Complete and accurate customer service request intake, shape expectations and outcomes, and drive traffic across multiple work streams by anticipating priorities and reprioritizing daily actions. Manage relationships with execution teams and maintain operational excellence through agile processes. This role serves as the conductor of the delivery team, accountable for all customer calls and web-based intake, within a six-month duration and hybrid schedule.
Required Qualifications
- Multitasking multiple work streams at one time
- Ability to predict next steps and ask about next steps to proactively act on multiple workloads
- Experience driving and not simply monitoring projects or making calls
- Ability to engage others, anticipate issues, anticipate priorities and constantly be reprioritizing their day and actions of others based on new inputs
- Follow through and strong oversight
- Well-organized processes that are agile for reprioritizing
- 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
- Strong Experience with Microsoft Office
- 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
Desired Qualifications
- Genesys system
- Salesforce bFO/bFS Lightning
- Tableau (user level)
- Microsoft Dynamics
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