Service Delivery Manager
6 days ago
The Operations Manager will be responsible for overseeing all aspects of operations and service delivery, as well as the overall financial performance of the self-perform service branch across the assigned territory.
This position reports to a Director of Operations and is responsible for managing a team of service personnel.
Key Responsibilities- Communications and Team Management
- Communicate job expectations, plans, and results to team members.
- Prioritize repairs and make quick decisions to ensure efficient service delivery.
- Customer Service and Quality
- Work with staff to reduce customer downtime and maintain high standards of quality customer repairs and service.
- Develop a culture of safety that meets or exceeds company standards.
- Recruitment and Training
- Recruit and train high-quality technicians to meet business needs.
- Process Improvement and Problem-Solving
- Initiate, coordinate, monitor, and enforce systems, policies, and procedures.
- Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.
- Leadership and Collaboration
- Initiate and foster a spirit of cooperation and teamwork within and between departments.
- Answer questions and respond to requests from internal and external customers.
- Facilities and Safety
- Maintain a safe, clean, and organized work environment by educating and directing personnel on the use of all control points, equipment, and resources.
- Professional Development
- Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
- Experience and Skills
- Experience managing service personnel.
- Strong management skills.
- Excellent interpersonal skills and a collaborative management style.
- Excellent verbal, analytical, organizational, writing, and presentation skills.
- Proven ability to thrive in a fast-paced, technology-driven service environment.
- Ability to work with individuals from diverse backgrounds and with diverse needs and across remote offices.
- Extensive skills in Microsoft Office Products.
- Education and Certifications
- High School Diploma or GED required; Associates degree or higher, preferred.
- Physical Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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