Senior Service Delivery Manager

RL People; United States; Teletrabalho; USD 110 000 - 170 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive base salary

Performance bonus

Resumo da oferta

RL People in the United States is seeking a Senior Service Delivery Manager to scale its US field installation operations. You will own vendor performance, contractual terms and the delivery model for nationwide retail technology deployments, balancing strategic thinking with hands‑on execution.

The role requires managing a network of partners, optimizing costs and ensuring high installation quality and customer satisfaction.

Qualificações

• 5+ years in field service delivery or workforce operations.
• Experience managing third-party installer networks or distributed field service ops at scale.
• Strong experience managing vendors, contracts and commercial performance.
• Solid understanding of installation delivery, technician scheduling and SLA management.
• Willingness to travel domestically and operate in a remote-first environment.

Responsabilidades

• Manage nationwide network of third‑party installation partners and field technicians.
• Ensure sufficient technician coverage, availability and capability to meet project requirements across the US.
• Build and manage vendor relationships, holding partners to delivery, quality and service performance.
• Coordinate installation schedules, technician allocation and job dispatch to ensure timely projects.
• Monitor installation quality, SLA compliance, first‑time completion rates and customer satisfaction.
• Act as escalation point for delivery issues and resolve problems quickly to minimise disruption.

Conhecimentos

Field service delivery

Third-party network management

Vendor management

Contract management

SLA management

KPIs monitoring

Travel readiness

Descrição da oferta de emprego

Do you enjoy combining vendor management, commercial negotiations and hands‑on service delivery to drive operational performance?

Are you excited by the opportunity to shape a more flexible, scalable installation model for a growing retail automation business?

If so, this could be an excellent opportunity to take ownership of a newly created role, helping scale nationwide retail technology deployments across the US.

The Role

A growing technology services business is looking for a Senior Service Delivery Manager to strengthen and scale its US field installation operations. The business is expanding its retail automation capabilities and needs an experienced professional to ensure installations are delivered efficiently, consistently and cost-effectively. This is a hands‑on role focused on managing an established network of third‑party installation partners while developing a more flexible and scalable delivery model for the future.

You will take ownership of vendor performance, contractual arrangements, technician availability, scheduling, installation quality and service‑level performance. This is a great opportunity to combine strategic thinking with practical execution, directly influencing how a growing retail automation operation delivers projects at a national scale.

Key Responsibilities

Installer Network & Vendor Management

• Manage and optimise an established nationwide network of third-party installation partners and field technicians.
• Ensure sufficient technician coverage, availability and capability to meet project requirements across the US.
• Build strong vendor relationships, holding partners accountable for delivery, quality and service performance.

Commercial & Contract Management

• Manage vendor contracts, commercial terms, rate cards and service-level agreements.
• Support commercial negotiations and challenge costs where appropriate without compromising service quality.
• Identify opportunities to improve margins, reduce operational costs and strengthen supplier performance.

Service Delivery & Project Execution

• Coordinate installation schedules, technician allocation and job dispatch to ensure projects are delivered on time.
• Monitor installation quality, SLA compliance, first-time completion rates and customer satisfaction.
• Act as the escalation point for delivery issues, resolving problems quickly and minimising disruption to live projects.

Process Improvement & Scalable Operations

• Identify opportunities to make field delivery more flexible, responsive and cost-effective.
• Explore on-demand and gig-economy-style workforce models to support fluctuating project volumes.
• Use operational data and performance reporting to identify risks, address coverage gaps and drive continuous improvement.

What We’re Looking For

• At least five years of experience in field service delivery, installation network management or workforce operations.
• A proven track record of managing or developing third-party installer networks or distributed field service operations at scale.
• Strong experience managing vendors, service partners, contractual agreements and commercial performance.
• A solid understanding of installation delivery, technician scheduling, resource allocation and SLA management.
• Experience monitoring operational KPIs, controlling costs and improving installation quality.
• The ability to work autonomously in a remote-first environment, with significant domestic travel to installation sites and partner locations.
• Flexibility to support daytime and overnight operations when required by retail deployment schedules.

What’s In It For You

• A high-impact opportunity: Take ownership of a newly created position and help shape a growing US field service operation.
• The chance to build and improve: Influence how a nationwide installation network operates, with scope to develop more flexible and scalable delivery models.
• Commercial ownership: Play a direct role in vendor strategy, contract management, cost optimisation and operational performance.
• Exposure to major retail programmes: Help deliver large-scale retail automation deployments for a major retail customer.
• Competitive package: Attractive base salary, performance-related bonus and benefits.
• A varied role: Combine network management, commercial negotiations, operational problem-solving and field delivery across a dynamic US market.