Job Description

Job Summary

The Service Delivery Manager is responsible for driving profitable business results and operational excellence by creating and developing relationships with clients and delivering service that exceeds expectations. Their main focus is to act as a voice of the client to internal stakeholders, as well as driving a two-way relationship back to the client. This role serves as a key client contact and works with Sales, Operations, Legal and Technology to deliver an excellent client experience.

Responsibilities

Oversee account relationship and act as main liaison for both corporate and local office client relationships
Prepare for and lead bi-weekly Operations calls with the client
Build strong relationships with internal departments and drive deliverables to help meet the goals of our clients (process improvement, call takeaways, local visit takeaways, aging discussions, etc.)
Project management of items coming out of local office calls, including any tasks, reporting or projects as needed
Review and validate client concession requests on a monthly basis
Provide two-way feedback to the client on feedback from the internal SMS teams in order to strengthen the relationship
Cross-functional collaboration with Operations, Affiliates, Business Analytics, and Technology teams to help drive client initiatives
Respond to any escalated issues from the client
Organize agendas and travel to regional offices to strengthen relationships and gather feedback
Lead and plan quarterly business meetings with the regional offices.
Review tableau dashboards to proactively manage any issues before getting to the client
Attend regular meetings to ensure client success: aging reviews, market meetings, daily Operational Management stand up, Account Ops Meeting, Residential Management Meeting
Work with Client on documentation surrounding insurable events
Uncover/understand client objectives, challenges and needs by performing regular client needs assessments.
Perform ad-hoc projects and other duties as assigned
Travel requirements: Travel expected up to 30% of the time

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

Customer Service - Advanced
Verbal Communication – Advanced
Written Communication – Advanced
Teamwork – Advanced
Relationship – Advanced
Negotiation – Proficient
Organizational Awareness – Proficient
Problem-Solving – Proficient
Process Orientation – Proficient
Prioritization – Proficient

Role Specific Skills

Ability to assess strengths, weaknesses, opportunities, and threats within an account

Qualifications

Minimum Qualifications

Bachelor’s Degree required
5 or more years business experience including 3 or more years of building, and/or managing accounts/stores/regions within the facilities or property management industry required

Other Relevant Qualifications