Service Delivery Support Manager

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Summary

Service Delivery Support Manager is responsible for the administrative oversite, management and direct supervision of the Utility Service Coordinators and day-to-day support for operations of the Distribution and Collection Divisions. This leadership role also coordinates workflow between the Distribution, Collection, Utility Billing Office, Purchasing, POD and other departments or agencies as needed.

Essential Duties and Responsibilities

• Provides direct supervision and oversight of Utility Service Coordinators operations, recommends policy, plans and manages activities of employees to maximize effectiveness and efficiency of operations utilizing all available resources
• Assists in the selection, hiring and training of Utility Service Coordinators along with processing hiring paperwork for all Distribution and Collection staff
• Plans, manages, and evaluates the performance of divisional personnel, providing regular performance reviews, corrective training, counseling, and disciplinary action when appropriate
• Resolves problems and miscommunications between employees in a fair and unbiased manner, ensuring minimal disruption of the mission
• Maintains all personnel records and payroll information to include processing of all forms for the distribution and collection sections and maintains all division files
• Manages and assists with dispatch operations, including answering phones, handling requests for maintenance, emergency response, entry of work orders for utility services, maintaining and filing work orders daily
• Manages water and sewer tap quotes process from the time that the quote is requested until the work order is entered for installation, this includes using Formsite Program and MyGovernmentOnline
• Oversees and schedules events for Distribution and Collection staff, including training Utility Service Coordinators in Cityworks and operation procedures
• Understands city ordinances, state regulations and standard operating procedures concerning dispatch services
• Responds to citizen complaints with patience and tact; relays information to resolve problems in a timely fashion
• Manages the development and distribution of community notifications related to Utility developments and repairs within the Distribution and Collection systems
• Compiles operational data and prepares monthly reports to brief department directors and external agencies on Distribution and Collection activities
• Prepares cost-control projections, equipment cost analyses, and budget recommendations, briefing department leadership on all division financial matters
• Prepares purchase orders, obtains vendor quotes, and manages office supply inventory in compliance with city purchasing policies and departments
• Oversees daily administrative tasks, including routing city mail distributions and scheduling classroom or conference room calendars
• Oversees 24-7-365 phone answering and emergency response coordination
• Follows City policies, procedures, and safety guidelines
• Performs other duties as assigned

Minimum Qualifications

• Combination of education and experience equivalent to a Bachelor’s degree in Business Administration or a related field
• Three (3) years of experience in professional-level administration, analytics, and project management, preferably in municipal government
• Two (2) years of supervisory or management experience

Certifications and Licenses

• Valid driver’s license