Service Delivery Manager

Zohorecruit; Carrollton (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Zohorecruit is seeking a Service Delivery Manager / Service Project Coordinator to coordinate service and project delivery activities for multiple locations. You will manage customer intake, scheduling, resource coordination, and work orders while collaborating with technicians and internal stakeholders.

The ideal candidate has experience in coordinating service operations, with working knowledge of HVAC, BAS, or security systems, and possesses strong organizational and communication skills to

Qualifications

• Familiarity with service delivery and project coordination processes.
• Strong interpersonal and communication skills for internal and external stakeholders.
• Exceptional organizational skills and ability to manage multiple priorities.

Responsibilities

• Coordinate service delivery activities across multiple projects and locations.
• Manage customer intake, scheduling, and work order lifecycle.
• Facilitate cross-functional collaboration with delivery teams and subcontractors.
• Provide proactive status updates and prioritize urgent requests in a fast-paced environment.
• Maintain documentation and ensure high-quality customer service.

Skills

Multitasking

Program management

Schedule management

Stakeholder communication

Project coordination

Proactive planning

Leadership

Relationship development

Tools

Microsoft Office

Genesys system

Job description

• The Service Delivery Manager (SDM) serves as the primary coordinator for service and project delivery activities, including customer intake, scheduling, resource coordination, material procurement, and communication with customers, technicians, and internal stakeholders.
• This role is best aligned with a Service Project Coordinator position, with responsibilities that include project tracking, schedule management, documentation, and support of delivery-related activities.
• The ideal candidate will have experience in coordinating service operations and a working knowledge of HVAC, Building Automation Systems (BAS), and/or Security and Access Control systems. Strong organizational, communication, and multitasking skills are essential, along with the ability to support multiple projects and service requests in a fast-paced environment.

Top 3 Skillsets Needed:

• Multitasking multiple work streams at one time. This will be for several different locations and workloads within those locations.
• This role is not to run meetings but rather to run programs at the same time.
• The ability to predict next steps and ask about next steps to proactively act on these multiple workloads.
• This person must have experience driving and not simply monitoring projects or making calls.
• This person must engage others, anticipate issues, anticipate priorities and constantly be reprioritizing their day and actions of others based on new inputs of what is urgent, behind, has a deadline, or affects other’s ability to complete their projects pieces.
• This person will be the hub and will have to drive traffic.
• Follow through and strong oversight along with well-organized processes that are agile for the reprioritizing mentioned in the last skill.

The primary areas of focus for this position are:

• Customer Service Request Intake
• Planning and preparation for core service execution teams
• Ownership of all coordination for core service delivery
• Work Order Creation and lifecycle management
• Cross-functional collaboration and communication to ensure streamlined and expeditious delivery
• Direct support of our customers
• Operational excellence and world class service delivery

Duties include but not limited to:

• Service Delivery Planningfor all core service types
• Reactive work orders
• Relationship Developmentwith execution/action teams
• Coordination of internal and external teams and subcontractors in a rapid response business environment
• Networking internally and externally

Qualifications:

• Familiarity and a general understanding of the systems we support and the components within
• Strong interpersonal skill including the ability to manage in highly charged situations internally and externally
• Exceptional communication skills - verbal and written

Software/Skills:

• Strong Experience with Microsoft Office
• Virtual (PC Based) Call Systems (Genesys system preferred)

Requirements:

• Commitment to excellent customer service
• Best in class organizational skills
• Ability to manage and prioritize multiple responsibilities simultaneously
• Complete and accurate Customer Service Request Intake
• Accuracy of work order creation
• Prioritization Material Ordering
• Coordination of supplemental labour, subcontractors, outside service providers, etc. Planning and Scheduling