Service Delivery Manager, Bilingual – English/Spanish

• Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities
• Ensure work is completed on time, meets quality standards, and aligns with client expectations
• Build and manage daily schedules using the designated work order management system
• Source, select, and dispatch qualified independent contractors
• Conduct daily site visits to confirm job status, quality, and compliance
• Maintain communication with clients and contractors regarding job details and progress
• Ensure contractors close work orders through the mobile app with required completion photos
• Close completed work orders to support contractor payment and accurate client billing
• Coordinate follow-up repairs, touch-ups, and return visits
• Manage service issues and escalations, partnering with leadership when required
• Achieve service delivery KPIs including go-back rates, work order turnaround, contractor app usage, and client retention
• Enforce safety standards and protocols across job sites
• Identify unsafe conditions and escalated unresolved safety concerns
• Ensure accurate and timely incident reporting
• Monitor performance metrics and implement corrective actions
• Recommend process improvements to enhance efficiency, consistency, and customer satisfaction
• Recruit, evaluate, and onboard independent contractors
• Communicate client requirements, job scope, and performance expectations
• Anticipate contractor capacity needs and address shortages
• Support contractor onboarding and compliance processes
• Support new community launches through property walks with Maintenance Directors and Client Success Managers
• Align on job scope, service standards, pricing, and change order processes
• Serve as primary point of contact for service-related questions and escalations
• Build relationships with onsite property teams
• Educate clients and property staff on MultiPro service offerings
• Guide and support less experienced Service Delivery Managers
• Partner with Client Success Managers on operational challenges
• Collaborate with Finance, HR, Marketing, Operations, and IT to support branch goals
• Communicate escalated risks and service concerns to leadership
• Identify opportunities to improve service delivery and operational processes
• Take on additional responsibilities as needed

Requirements

• 5+ years managing services in a high-volume, transactional service environment
• Proven experience directing independent contractors and managing onsite service delivery
• Bilingual English/Spanish required
• Strong commitment to service excellence and client satisfaction
• Ability to manage multiple priorities, analyze issues, and implement solutions
• Experience working directly with onsite decision-makers and field partners
• Experience with CRM and work order management platforms; Salesforce preferred
• Experience sourcing and onboarding service contractors
• High school diploma or GED required; associate degree or higher preferred
• Ability to travel within assigned territory using a personal vehicle
• Ability to walk properties, including stairs and large outdoor areas
• Comfortable working outdoors in varying weather conditions
• Valid driver’s license
• Flexibility to work irregular hours based on business needs

Core Competencies

Demonstrates expertise in managing service delivery and contractor oversight in high-volume environments, ensuring client satisfaction and operational efficiency. Proficient in utilizing work order management systems and CRM platforms to enhance service processes and communication.

Highest-signal resume keywords

• Service Delivery Management
• Independent Contractor Oversight
• Bilingual English/Spanish
• Work Order Management Systems
• Client Relationship Management

Hard Skills

• Service Delivery Management
• Contractor Onboarding
• KPI Achievement
• Incident Reporting
• Process Improvement

Soft Skills

• Client Satisfaction Commitment
• Multi-Priority Management
• Analytical Problem Solving
• Communication Skills
• Team Collaboration

Certifications & Qualifications

• High School Diploma or GED
• Valid Driver’s License

Industry Keywords

• Service Excellence
• Safety Standards
• Operational Processes
• Property Management
• Construction Services

Tools & Technologies

• CRM Platforms
• Work Order Management Systems
• Salesforce