What are the responsibilities and job description for the Service Delivery Manager position at SGS Consulting?
JOB DESCRIPTION:
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 position.
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 labor, subcontractors, outside service providers, etc. Planning and Scheduling
Salary : $35 - $40