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

valet; Colorado Springs (CO); On-site; USD 60,000 - 70,000; Full time

Job summary

valet seeks a Bilingual Service Delivery Manager to oversee daily Make Ready, Repair & Maintenance across a portfolio of apartment communities. You will manage field operations, contractors, and ensure safety and quality standards while maintaining strong client communication.

The role requires 5+ years in service operations, proven field leadership, and the ability to coordinate schedules and resolve issues in real time.

Qualifications

• 5+ years managing services in a high-volume, transactional service environment.
• Ability to recruit, evaluate, and onboard independent contractors.
• Bilingual (English/Spanish) required; customer-facing communication essential.
• Strong organizational and analytical skills with multiple priorities.

Responsibilities

• Oversee daily Make Ready, Repair & Maintenance across assigned communities.
• Ensure work meets quality standards and client expectations.
• Source, select, and dispatch qualified independent contractors.
• Maintain daily schedules and monitor contractor app usage and payments.
• Build trust-based relationships with onsite property teams and clients.
• Collaborate with internal teams to support branch goals.

Skills

Bilingual English/Spanish

Service operations

Field leadership

Customer-focused

Organized & analytical

Relationship building

Problem-solving

Tech-savvy (CRM)

Subcontractor recruiting

Education

High school diploma or GED

Associate degree or higher preferred

Tools

Salesforce

Work order management platform

Job description

Own Service Delivery. Drive Results. Grow Your Career.

We're looking for a Bilingual Service Delivery Manager (SDM) who takes pride in execution, ownership, and delivering outstanding service. In this role, you'll be responsible for the day-to-day delivery of Make Ready and Repair & Maintenance services across a designated portfolio of apartment communities.

You'll oversee field operations, manage independent contractors, ensure quality and safety standards are met, and serve as a key point of contact for clients when it comes to service delivery. If you thrive in the field, enjoy solving problems in real time, and know how to keep people, schedules, and quality aligned, this is a role where you can make a real impact.

Compensation & Work Environment Details

• Pay Range: $60,000 - $70,000
• 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; expedite 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.
• Language Skills: Bilingual (English/Spanish) Required.
• 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.

Physical & Job Requirements

• Ability to travel within the assigned territory using a personal vehicle.
• Ability to walk properties, including stairs and large outdoor areas.
• Comfortable