Overview
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. This is a Critical Path and high accountability role requiring a highly committed and dynamic individual.
Locations, Schedule, Duration
- Locations: 5 locations. Please indicate which location your candidate can support: 1650 W Crosby Rd Carrollton TX 75006; 800 Federal St Andover MA 01810; 6700 Tower Circle Franklin TN 37067; 1111 Pasquinelli Dr. Westmont IL 60559; 1101 Shiloh Glenn Drive Morrisville NC 27560
- Schedule: Hybrid, 3 days on site
- Duration: 6 months
- Start/End Dates: 8/10/2026 - 2/9/2027
- Tax Work Location: USA - Telecommuters Various, FL
- Rate Info: $35-40 per hour during contract; Salary Conversion: 70-85K (this is if candidate is offered a permanent role)
Top 3 Skillsets
- Multitasking multiple work streams across several locations and workloads. This role is focused on running programs rather than simply running meetings.
- Ability to anticipate next steps, engage others, and reprioritize day-to-day actions based on new inputs; drive traffic and outcomes rather than only monitoring projects.
- Follow through with strong oversight and well-organized processes that are agile for reprioritization.
Responsibilities
- Coordinate service delivery planning for core service types, service agreements, reactive work orders, quoted service, and related activities.
- Own coordination for core service delivery, including work order creation and lifecycle management.
- Facilitate cross-functional collaboration and communication to ensure streamlined and expeditious delivery.
- Provide direct support to customers and internal/external teams; manage relationships with execution/action teams.
- Ensure operational excellence and world-class service delivery.
- Coordinate internal and external teams and subcontractors in a rapid-response environment.
- Network internally and externally to support delivery.
Qualifications
- Familiarity with the systems we support and the components within.
- Strong interpersonal skills and the ability to manage in highly charged situations internally and externally.
- Exceptional verbal and written communication skills.
- Software/Skills: Microsoft Office; Virtual (PC-based) call systems (Genesys 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 and outcomes; complete and accurate Customer Service Request Intake; timely response; accuracy of work order creation; prioritization and material ordering; coordination of supplemental labor, subcontractors, outside service providers.