Service Delivery Manager (Bilingual Required - Eng/Span) - MultiPro Property Solutions

valet; Atlanta (GA); On-site; USD 50,000 - 80,000; Full time

Job summary

Valet is seeking a Service Delivery Manager to oversee daily Make Ready, repair and maintenance, and select construction services across assigned apartment communities. This field-based, full-time role requires daily onsite presence and travel within the territory to meet client expectations.

You will build schedules, recruit and dispatch qualified independent contractors, ensure safety standards, and maintain strong client relationships while driving KPIs such as go-back rates and completion

Qualifications

• 5+ years in service operations or field leadership.
• Experience managing independent contractors.
• Strong customer service orientation.
• Ability to analyze multiple priorities and solve problems.
• bilingual English/Spanish preferred.

Responsibilities

• Oversee daily service delivery across multiple properties.
• Build and manage daily work schedules and dispatch contractors.
• Ensure safety standards and incident reporting.
• Coordinate with clients and field partners on scope and pricing.
• Close work orders and support timely payments.

Skills

Service operations

Field leadership

Customer-focused

Organized & analytical

CRM experience

Spanish language

Education

High school diploma or GED

Associate degree or higher preferred

Tools

Salesforce

Job description

Compensation & Work Environment Details

Competitive starting salary from: $50,000+

Bonus: 10% annual target bonus (paid quarterly)

Schedule: Full-time

Work Environment: Field-based role with daily onsite presence

Travel: Required within assigned territory

What You'll Do

Daily Service Delivery & Site Management

Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities.

Ensure work is completed on time, meets quality standards, and aligns with client expectations.

Build and manage daily schedules using the designated work order management system.

Source, select, and dispatch qualified independent contractors to meet service demand.

Conduct daily site visits to confirm job status, quality, and compliance.

Maintain consistent communication with clients and contractors regarding job details and progress.

Ensure contractors close work orders through the mobile app with required completion photos.

Close out completed work orders to support timely contractor payment and accurate client billing.

Coordinate follow-up repairs, touch-ups, and return visits as needed.

Manage service issues and escalations, partnering with leadership when required.

Achieve key service delivery KPIs such as go-back rates, work order turnaround, contractor app usage, and client retention.

Safety & Quality Assurance

Enforce safety standards and protocols across all job sites.

Identify and address unsafe conditions; **escalate** unresolved safety concerns promptly.

Ensure incident reporting is completed accurately and on time.

Monitor performance metrics and implement corrective actions to maintain service quality.

Recommend process improvements that enhance efficiency, consistency, and customer satisfaction.

Independent Contractor Management

Proactively recruit, evaluate, and onboard qualified independent contractors.

Clearly communicate client requirements, job scope, and performance expectations.

Anticipate contractor capacity needs and address shortages before they impact service.

Support contractor onboarding and compliance processes as needed.

Client & Property Relationships

Support new community launches by conducting property walks with Maintenance Directors and Client Success Managers.

Align on job scope, service standards, pricing, and change order processes.

Serve as the primary point of contact for service-related questions and escalations.

Build strong, trust-based relationships with onsite property teams.

Educate clients and property staff on MultiPro service offerings to drive adoption and satisfaction.

Team Support & Collaboration

Provide guidance and support to less experienced Service Delivery Managers.

Partner with Client Success Managers to resolve daily operational challenges.

Collaborate with internal teams including Finance, HR, Marketing, Operations, and IT to support branch goals.

Continuous Improvement & General Responsibilities

Communicate escalated risks or service concerns to leadership in a timely manner.

Identify opportunities to improve service delivery and operational processes.

Take on additional responsibilities as needed, demonstrating flexibility and ownership.

What We're Looking For

Service Operations Experience: 5+ years managing services in a high-volume, transactional service environment.

Field Leadership: Proven experience directing independent contractors and managing onsite service delivery.

Customer-Focused: Strong commitment to service excellence and client satisfaction.

Organized & Analytical: Able to manage multiple priorities, analyze issues, and implement solutions.

Relationship Builder: Comfortable working directly with onsite decision-makers and field partners.

Problem-Solver: Calm under pressure and adaptable to changing priorities.

Tech-Savvy: Experience with CRM and work order management platforms; Salesforce preferred.

Subcontractor Recruiting: Experience sourcing and onboarding service contractors.

Education: High school diploma or GED required; associate degree or higher preferred.

Language Skills: Bilingual (English/Spanish) highly preferred.

Physical & Job Requirements

Ability to travel within the assigned territory using a personal vehicle.

Ability to walk properties, including stairs and large outd