Client-Centric Service Delivery Lead

Automatic Data Processing, Inc.; Lakewood (CO); On-site; USD 72,000 - 88,000; Full time

Benefits offered by this job

Health Insurance

Paid PTO

401(k) Matching

Employee Assistance Program (EAP)

Job summary

The Facilities Group National is a nationwide facilities management provider seeking a Service Delivery Manager to lead client relationships and service delivery for janitorial operations in a multi-site environment. You will oversee KPIs, coach teams, and ensure SLAs are met across divisions.

Based in Lakewood, CO or Tampa, FL, this role requires strong leadership, analytical skills, and a customer-centric approach to sustain long-term partnerships with key clients.

Qualifications

• Proven experience in facility management, janitorial services, or a related service-based industry.
• Demonstrated leadership experience managing customer service teams or operations staff.
• Strong communication, negotiation, and interpersonal skills.
• Excellent problem-solving, conflict resolution, and decision-making abilities.
• Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
• Strong analytical skills with experience using KPIs, dashboards, and customer feedback data.
• Customer-centric mindset with a strong focus on service excellence, retention, and long-term partnerships.

Responsibilities

• Lead customer service operations and serve as the primary contact for key clients.
• Ensure exceptional service delivery, proactive issue resolution, and long-term client retention.
• Oversee performance metrics, train and support teams, and ensure SLAs are met.
• Collaborate with operations to address contractual obligations and service levels.
• Provide coaching and development plans to improve team effectiveness.

Skills

Facility management

Customer service leadership

Communication

Problem solving

Multi-tasking

Analytical skills

Customer-centric mindset

Education

Associate’s or Bachelor’s degree in Business

Tools

CRM systems

Dashboards

Reporting tools

Job description

The Facilities Group National is a nationwide facilities management provider seeking a Service Delivery Manager to lead client relationships and service delivery for janitorial operations in a multi-site environment. You will oversee KPIs, coach teams, and ensure SLAs are met across divisions.

Based in Lakewood, CO or Tampa, FL, this role requires strong leadership, analytical skills, and a customer-centric approach to sustain long-term partnerships with key clients.