Key Account Delivery Manager

Specialist Staffing Group; Houston (TX); On-site; USD 85,000 - 130,000; Full time

Job summary

Specialist Staffing Group seeks a Key Account Delivery Manager in Houston to serve as a strategic partner to clients, contractors, and internal stakeholders. This role ensures seamless service delivery, drives operational excellence, and delivers an exceptional contractor lifecycle experience.

We welcome candidates ready to support client needs immediately or with the experience to build and scale the Service Delivery function, establish best practices, and drive future growth.

Qualifications

• Experience in service delivery, workforce solutions, staffing, recruiting operations, customer success, account management, or a related field.
• Strong client relationship management and stakeholder engagement skills.
• Exceptional organizational and problem-solving abilities.
• Experience managing multiple priorities in a fast-paced environment.
• Ability to analyze operational performance and implement process improvements.
• Strong communication skills and a customer-first mindset.
• Experience with CRM, ATS, workforce management, or ticketing systems preferred.

Responsibilities

• Serve as the primary point of contact for clients regarding contractor management and service delivery.
• Build relationships with key client stakeholders and ensure high levels of customer satisfaction.
• Monitor service levels, identify risks, and proactively implement solutions.
• Conduct regular client reviews and provide operational reporting and recommendations.
• Oversee contractor onboarding, assignment management, compliance tracking, and offboarding activities.
• Monitor contractor performance, attendance, and engagement.
• Manage escalations related to payroll, onboarding, compliance, and assignment issues.
• Develop and maintain standard operating procedures and service delivery documentation.
• Identify opportunities for process improvement and operational optimization.
• Help design and build the Service Delivery function, processes, and operating model.
• Develop service delivery KPIs and performance standards.
• Coach, mentor, and lead future Service Delivery team members.
• Partner with leadership to support workforce planning, scaling initiatives, and strategic growth objectives.

Skills

Client relations

Stakeholder mgmt

Organizational skills

Problem solving

Communication

Time mgmt

Tools

CRM systems

ATS

Ticketing systems

Workforce mgmt

Job description

Join SSG and help deliver exceptional workforce solutions while shaping the future of our service delivery function.

SSG is seeking a Key Account Delivery Manager to serve as a strategic partner to clients, contractors, and internal stakeholders. This role is responsible for ensuring seamless service delivery, driving operational excellence, and creating an exceptional experience throughout the contractor lifecycle.

We are open to candidates who can immediately support client needs as well as more experienced leaders who can help build and scale our Service Delivery function, establish best practices, and support future team growth.

Client & Service Delivery Management

• Serve as the primary point of contact for clients regarding contractor management and service delivery.
• Build strong relationships with key client stakeholders and ensure high levels of customer satisfaction.
• Monitor service levels, identify risks, and proactively implement solutions.
• Conduct regular client reviews and provide operational reporting and recommendations.

Contractor Management

• Oversee contractor onboarding, assignment management, compliance tracking, and offboarding activities.
• Monitor contractor performance, attendance, and engagement.
• Manage escalations related to payroll, onboarding, compliance, and assignment issues.
• Ensure a positive contractor experience throughout the assignment lifecycle.

Operational Excellence

• Drive efficiency across onboarding, mobilization, payroll support, invoicing, reporting, and compliance processes.
• Utilize CRM, ATS, and ticketing systems to maintain accurate records and track service delivery metrics.
• Develop and maintain standard operating procedures and service delivery documentation.
• Identify opportunities for process improvement and operational optimization.
• Help design and build the Service Delivery function, processes, and operating model.
• Develop service delivery best practices, KPIs, and performance standards.
• Coach, mentor, and lead future Service Delivery team members.
• Partner with leadership to support workforce planning, scaling initiatives, and strategic growth objectives.

What We're Looking For

• Experience in service delivery, workforce solutions, staffing, recruiting operations, customer success, account management, or a related field.
• Strong client relationship management and stakeholder engagement skills.
• Exceptional organizational and problem-solving abilities.
• Experience managing multiple priorities in a fast-paced environment.
• Ability to analyze operational performance and implement process improvements.
• Strong communication skills and a customer-first mindset.
• Experience with CRM, ATS, workforce management, or ticketing systems preferred.

Preferred Qualifications for Senior-Level Candidates

• Experience building or managing service delivery, customer success, MSP, staffing operations, or workforce solutions teams.
• Demonstrated success leading operational transformation and process improvement initiatives.
• Experience managing people, establishing KPIs, and scaling service delivery functions.

What Success Looks Like

• High levels of client satisfaction and retention.
• Strong contractor engagement and compliance performance.
• Efficient onboarding, payroll, and operational processes.
• Consistent achievement of service delivery KPIs and operational goals.
• Successful development and scaling of the Service Delivery function as the business grows.

Why Join SSG?

• Competitive compensation
• Career growth and leadership opportunities
• Collaborative and entrepreneurial culture
• Opportunity to help build and shape a growing function
• Direct impact on client success and business growth

Ready to make an impact and help build the future of Service Delivery at SSG?