Confidential Jobs · 12 hours ago
Manager, Service Delievery
Michigan, United States
Full-time
Onsite
Mid LevelConfidential Jobs is seeking a Manager for their Service Delivery department. This role is responsible for overseeing service department functions, including client management, project execution, and team leadership to ensure high-quality service delivery.
Computer Software
Responsibilities
Client management: Maintain and develop client relationships, act as the primary point of contact for and respond to concerns, and ensure overall satisfaction throughout the service lifecycle
Project and resource management: Oversee project planning, execution, and delivery to ensure benchmarks are met on time and within budget. This includes coordinating resources across different teams
Process improvement: Analyze customer feedback, identify areas for improvement, and implement changes to enhance service delivery efficiency and quality
Team leadership: Lead and develop service delivery staff, manage conflicts, and motivate teams to achieve objectives
Quality assurance: Establish and enforce quality assurance processes to ensure services exceed required standards, including proper testing and compliance with relevant regulations
Regularly audit active work orders for accuracy and efficiency
Assist in fleet management
Escalate customer disputes when pertinent
Cross department functionality and support, in efforts to close work orders quickly
Conducts interviews and employment offers for service technician candidates
Administers disciplinary procedures
Participates in meetings with customers as required
Ensures workload is balanced, with KPIS and measurables applied accordingly
Addresses areas of concern immediately
Oversees training of new employees in the department
Creates and maintains training materials for department
Additional duties apply
Qualification
Required
Ability to inspire and motivate teams
Strong verbal and written communication skills for interacting with clients and internal stakeholders
Excellent skills in managing client relationships and resolving issues
Proficiency in planning, executing, and monitoring projects
Knowledge of relevant software, IT procedures, and technical aspects of the service
Ability to proactively analyze data, assess feedback, and make informed decisions about processes and solutions
Strong ability to stay organized and meet deadlines. Detail oriented
Highly performance driven and customer focused
Ability to work independently
Ability to work with a large range of personality types and skill sets
Provides constructive feedback and managing performance
Mechanical aptitude
Company
Confidential Jobs
Confidential Jobs is operated by ExecThread, Inc. (https://execthread.com).
Founded in 2015
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Amy Nelson
Managing Partner
Brandon Nolan
Chief Information Security Officer
Company data provided by crunchbase