Description:

· TheService Delivery Manager (SDM) serves as the primary coordinator for serviceand project delivery activities, including customer intake, scheduling,resource coordination, material procurement, and communication with customers,technicians, and internal stakeholders.

· Thisrole is best aligned with a Service Project Coordinator position, withresponsibilities that include project tracking, schedule management,documentation, and support of delivery-related activities.

· Theideal candidate will have experience in coordinating service operations and aworking knowledge of HVAC, Building Automation Systems (BAS), and/or Securityand Access Control systems. Strong organizational, communication, andmultitasking skills are essential, along with the ability to support multipleprojects and service requests in a fast-paced environment.

Top3 Skillsets Needed:

· Multitaskingmultiple work streams at one time. This will be for several different locationsand workloads within those locations.

· Thisrole is not to run meetings but rather to run programs at the same time.

· Theability to predict next steps and ask about next steps to proactively act onthese multiple workloads.

· Thisperson must have experience driving and not simply monitoring projects ormaking calls.

· Thisperson must engage others, anticipate issues, anticipate priorities andconstantly be reprioritizing their day and actions of others based on newinputs of what is urgent, behind, has a deadline, or affects other’s ability tocomplete their projects pieces.

· Thisperson will be the hub and will have to drive traffic.

· Followthrough and strong oversight along with well-organized processes that are agilefor the reprioritizing mentioned in the last skill.

Theprimary areas of focus for this position are:  

· CustomerService Request Intake

· Planningand preparation for core service execution teams

· Ownershipof all coordination for core service delivery

· WorkOrder Creation and lifecycle management

· Cross-functionalcollaboration and communication to ensure streamlined and expeditious delivery

· Directsupport of our customers 

· Operationalexcellence and world class service delivery  

Dutiesinclude but not limited to: 

· ServiceDelivery Planning for all core service types

· ServiceAgreements

· Reactivework orders

· QuotedService

· RelationshipDevelopment with execution/action teams

· Coordinationof internal and external teams and subcontractors in a rapid response businessenvironment

· Networkinginternally and externally 

Qualifications: 

· Familiarityand a general understanding of the systems we support and the components within

· Stronginterpersonal skill including the ability to manage in highly chargedsituations internally and externally 

· Exceptionalcommunication skills - verbal and written 

Software/Skills:

· StrongExperience with Microsoft Office

· Virtual(PC Based) Call Systems (Genesys system preferred)

· WorkOrder Management Systems (Salesforce bFO/bFS Lightning preferred)

· Tableau(user level)

· MicrosoftDynamics (Preferred)

 Requirements: 

· Commitmentto excellent customer service 

· Bestin class organizational skills

· Abilityto manage and prioritize multiple responsibilities simultaneously

· ShapeExpectations & Outcomes

· Completeand accurate Customer Service Request Intake

· Responsetime

· Accuracyof work order creation

· PrioritizationMaterial Ordering

· Coordinationof supplemental labour, subcontractors, outside service providers, etc.Planning and Scheduling

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