Description:
The Service Delivery Manager (SDM) serves as the primary coordinator for service and project delivery activities including customer intake scheduling resource coordination material procurement and communication with customers technicians and internal stakeholders.
This role is best aligned with a Service Project Coordinator position with responsibilities that include project tracking schedule management documentation and support of delivery-related activities.
The ideal candidate will have experience in coordinating service operations and a working knowledge of HVAC Building Automation Systems (BAS) and/or Security and Access Control systems. Strong organizational communication and multitasking skills are essential along with the ability to support multiple projects and service requests in a fast-paced environment.
Top 3 Skillsets Needed:
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.
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 reprioritizing their day and actions of others based on new inputs of what is urgent behind has a deadline or affects others ability to complete their projects pieces.
This person will be the hub and will have to drive traffic.
Follow through and strong oversight along with well-organized processes that are agile for the reprioritizing mentioned in the last skill.
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 labour subcontractors outside service providers etc. Planning and Scheduling
Required Skills:
HVAC and BAS and Security and Access Control and Customer Service and Work Order Management
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