Job Description

Job Responsibilities:

• 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 and demands a highly committed and dynamic individual.

Skills:

• 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 other’s 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.
• 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).

Education/Experience:

• 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.

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