Service Delivery Manager

The Service Delivery Manager (SDM) serves as the conductor of the delivery team - the central hub responsible for driving execution across multiple locations and work streams simultaneously. This is a critical path, high-accountability role that demands a highly committed, dynamic professional who leads from the front rather than simply monitoring progress.

Location: Carrollton, TX - 100% onsite role.

This position is equivalent to a Service Project Manager and is accountable for all customer call and web-based intake, scheduling, coordination, material procurement, and direct delivery coordination activities. The SDM does not run meetings - they run programs, drive action, and ensure nothing falls through the cracks.
What We're Looking For - Top 3 Competencies
1. High-Volume Multitasking Across Work Streams
This role manages several different locations and workloads concurrently. The SDM must be capable of holding multiple active programs in mind at all times and driving progress on each without losing sight of the others.

2. Proactive, Anticipatory Leadership
The ideal candidate does not wait to be told what comes next - they predict it. They proactively identify next steps, anticipate issues before they arise, engage stakeholders, and constantly reprioritize based on new inputs such as urgency, deadlines, or dependencies. This person drives traffic; they do not simply direct it.

3. Disciplined Follow-Through with Agile Organization
Strong oversight and well-documented processes are essential - but those processes must be flexible enough to adapt in real time. The SDM owns outcomes, not just activities, and ensures accountability across all parties involved in delivery.
Primary Areas of Focus

• Customer Service Request Intake
• Planning and preparation for core service execution teams
• Full ownership of coordination for core service delivery
• Work Order creation and lifecycle management
• Cross-functional collaboration to ensure streamlined, expeditious delivery
• Direct customer support
• Operational excellence and world-class service delivery

Key Duties & Responsibilities

• Service delivery planning for all core service types, including Service Agreements, Reactive Work Orders, and Quoted Services
• Build and maintain relationships with execution and action teams
• Coordinate internal and external teams and subcontractors in a rapid-response business environment
• Manage material procurement and supplemental labor coordination
• Create accurate, complete Work Orders and manage them through full lifecycle
• Network internally and externally to support seamless delivery
• Shape expectations and outcomes through clear communication and proactive planning
• Manage and continuously reprioritize scheduling based on urgency, deadlines, and team capacity

Qualifications

• Familiarity with supported systems and their components
• Strong interpersonal skills, including the ability to manage high-pressure situations with internal and external stakeholders
• Exceptional verbal and written communication skills
• Best-in-class organizational abilities with a commitment to accuracy and follow-through
• Proven ability to manage and prioritize multiple responsibilities simultaneously
• Commitment to excellent customer service

Software & Technical Skills
Required

• Microsoft Office Suite (advanced proficiency)

Preferred

• Virtual/PC-Based Call Systems - Genesys preferred
• Work Order Management Systems - Salesforce bFO/bFS Lightning preferred
• Tableau (user level)