Service Delivery Project Manager

Job title: Service Delivery Manager (Service Project Manager)

Location: Franklin, TN || Westmont, IL

Work Schedule: Hybrid – 3 Days Onsite

Duration: 6-Month Contract (Potential for Full-Time Conversion)

Employment Type: Contract

Position Overview

We are seeking a highly organized and proactive Service Delivery Manager to oversee and coordinate service delivery operations across multiple locations and workstreams. This individual will serve as the central point of coordination between customers, service teams, subcontractors, and internal stakeholders to ensure timely, efficient, and high-quality service execution.

The ideal candidate thrives in a fast-paced environment, can manage multiple priorities simultaneously, and has a proven ability to drive projects forward rather than simply monitor progress. This role requires strong leadership, communication, organizational, and problem-solving skills.

Key Responsibilities:

Service Delivery Coordination

• Manage customer service requests from intake through completion.
• Coordinate planning, scheduling, and execution of service activities.
• Create, track, and manage work orders throughout their lifecycle.
• Ensure timely response and resolution of customer requests.

Project & Operations Management

• Oversee multiple service programs and workstreams simultaneously.
• Prioritize activities based on urgency, customer impact, and business needs.
• Proactively identify risks, roadblocks, and resource constraints.
• Drive accountability and follow-through across teams and stakeholders.

Customer & Stakeholder Management

• Serve as a primary point of contact for service-related coordination.
• Maintain strong relationships with customers, vendors, subcontractors, and internal teams.
• Communicate project status, timelines, and potential issues effectively.
• Ensure a high level of customer satisfaction and service excellence.

Resource & Logistics Coordination

• Coordinate field personnel, subcontractors, and external service providers.
• Support material procurement and ordering activities.
• Manage scheduling and workforce planning to meet service commitments.
• Facilitate cross-functional collaboration to ensure successful service delivery.

Required Qualifications

• Bachelor's degree or equivalent work experience preferred.
• 3 years of experience in Service Delivery, Service Operations, Project Coordination, Program Management, or related roles.
• Experience managing multiple concurrent projects, workstreams, or service programs.
• Strong organizational, prioritization, and multitasking abilities.
• Excellent verbal and written communication skills.
• Proven ability to work effectively in a fast-paced, customer-focused environment.
• Strong problem-solving and decision-making skills.

Preferred Qualifications

• Experience with field service or service operations environments.
• Familiarity with work order management systems.
• Experience coordinating vendors, subcontractors, and service teams.
• Knowledge of customer service and service delivery best practices.

Technical Skills

• Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
• Work Order Management Systems
• Customer Service Operations
• Scheduling and Resource Coordination

Preferred

• Salesforce Lightning (bFO/bFS)
• Microsoft Dynamics
• Genesys Call Management Systems
• Tableau