Service Delivery Manager

2 weeks ago


Dodge City, Kansas, United States The Waldinger Corporation Full time
About the Role

The Service Delivery Manager will oversee the delivery of high-quality services, manage a team of service coordinators/analysts, and maintain excellent customer relationships. The ideal candidate will have strong communication skills, problem-solving and decision-making abilities, and proven experience in a service-oriented role.

Key Responsibilities
  • Customer Relations: Work with the team to maintain strong internal and external customer-focused relationships and assist in handling escalated customer issues ensuring timely resolution.
  • Operational Efficiency: Maintains accurate records of service activities including work orders, outstanding preventative maintenance, quotes, and repair proposals.
  • Leadership: Mentors direct reports to ensure they have the knowledge and skills necessary to execute daily to the established service level expectations.
Key Competencies for Success
  • Drives for Performance: Mitigates issues and concerns timely to leadership.
  • Technical Support: Assists Technicians and Coordinators with technical problem-solving and resource allocation; includes delivery of materials and supplies to expedite job completion.
  • Collaboration: Demonstrates strong collaboration skills and reliably follows through on their promises.
Customer Centric
  • Customer Satisfaction: Must maintain strong relationships with customers ensuring that they are satisfied with the services they receive and provide ongoing support when needed.
  • Service Performance Metrics: Prepare regular reports on service performance metrics such as response times, customer satisfaction, outstanding work, and service levels.
  • Training and Development: Coordinate training opportunities for service staff to enhance safety, technical skills, product knowledge, and customer service capabilities.
Operational Excellence
  • Pressure Management: Able to consistently work under pressure, multitask, and prioritize effectively.
  • Financial Management: Monitors the financials of service projects by adhering to any service contracts, billing requirements or budgets, allocating resources, and mitigating risks.
  • Process Improvement: Monitor service workflow and processes to identify areas for improvement and efficiency gains.
  • Service Pricing: Assists and confirms pricing of maintenance contracts and repair proposals.
  • Technical Proficiency: Proficiency in software and tools for service management and reporting.
  • Best Practices: Follows the established best practices to achieve better results, reduce risks, improve efficiency, increase stakeholder satisfaction, and enhance reputation.
What We Offer
  • Paid Holidays: Enjoy paid holidays and time off to recharge.
  • Health and Wellness: Access to health, dental, and vision insurance, as well as a wellness plan with lifestyle spending account.
  • Professional Growth: Opportunities for growth and advancement within a stable company.
  • Benefits: Enjoy paid vacation, health club reimbursement, 401k with company match and profit-sharing, continuing education and advancement opportunities, tuition reimbursement, term, AD&D and Dependent Life insurances, and prepaid Legal.

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