Service Delivery Manager (Central Region-Alabama, Mississippi, Louisiana based)

Description

The role keeps maintenance and services running smoothly for the company's clients.

You manage a team that averages 25 technicians.

You spot customer problems and needs by building strong relationships with end users and stakeholders.

The job mixes administrative and technical work and calls for leadership, people skills, and a drive to deliver customer-focused solutions from start to finish.

Workload can be intense and high pressure, shaped by business needs and customer demands.

You often need unconventional fixes that satisfy both the business and its customers.

The company is a global firm of about a billion dollars, based in Research Triangle Park, NC, that supplies in-store retail solutions and holds the largest installed market share in its field.

The company is changing with retail and is building a two-way, participatory shopping experience.

Responsibilities

• Help the company reach revenue and maintenance gross profit growth targets, in both percentage and dollar terms.
• Control key costs, including labor and overtime, inventory and parts use, fleet, vendors, and travel and other spending.
• Help district teams build processes and routines that deliver break-fix, installation, and health check work on time, while meeting every contract obligation and raising customer satisfaction.
• Track technician productivity, find ways to improve productivity, utilization, and scheduling, and help estimate staffing needs for contract commitments.
• Strengthen team performance by improving maintenance operations, spotting development needs across local and area teams, and onboarding new staff efficiently.
• Assess each team member's strengths and gaps, then coach them toward their potential.
• Work across a matrix structure, keep communication open, and resolve conflicts quickly and respectfully for everyone involved.

Requirements

• A bachelor's degree is preferred, with 5+ years of progressive experience and a proven track record.
• 3+ years of leading and developing employees.
• Strong leadership and crisis management skills.
• Ability to grasp high-level technology concepts and explain them to non-IT and senior managers.
• Strong interpersonal skills and the ability to build relationships.
• A positive, team-oriented mindset that thrives in competitive settings.
• Skill at finding and winning new business and at cutting costs.
• Ability to meet SLA targets while keeping the business profitable.
• Strong people management, organizational skills, and team building.
• Ability to build flexible schedules for technicians so SLA, installation, and service needs are met.
• Ability to lead customer meetings and present service results, both good and needing improvement.
• Ability to see opportunity and solutions in a problem, not just the problem itself.
• Comfort working in a fluid, demanding environment.
• Ability to empower people to make sound business decisions and coach them after poor ones.
• Ability to hold people accountable for results.
• Lead with a positive, purpose-driven outlook.
• Working knowledge of the Microsoft Office suite, including Excel, PowerPoint, and Word.
• Strong Excel skills, including manipulating data to support decisions.

Conditions

This role is not eligible for immigration or work visa sponsorship.

You must live within the service territory covering Alabama, Mississippi, and Louisiana.

Benefits

• Competitive salary and a generous benefits package.
• Group health coverage for medical, dental, and vision.
• Employee assistance programs.
• Company-paid life insurance.
• Employee discounts.
• Generous paid holidays, paid vacation, and paid sick and personal days.