The Service Delivery Supervisor (SDS) is a technical business service supervisor responsible for co-coordinating the delivery of managed services into key enterprise customers by providing a single point of contact for the customer. Primary Roles & Responsibilities + Supervise the day-to-day on-site service operations of the installation, delivery and deployment of technical resources and solutions within area of responsibility. + Single point of contact on-site for customer escalation, including vendor escalations when required. + Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. + Support all efforts to improve, simplify, automate and enhance day-to-day operations and the customer experience within area of responsibility. + Coordinate small jobs including customer quote, approval, scheduling labor, ordering materials and co-ordination with the client. + Upon completion close out small jobs by creating and delivering customer invoices and submitting vendor invoices for payment. + Generate and deliver weekly and monthly invoices to customers + Generate and deliver monthly, quarterly and annual reports as required by customer contract + Support all company initiatives aimed at safety, performance and quality. Report and escalate all incidents related to Safety to Customer Delivery Manager and Safety Manager. + Respond and escalate critical situations to ensure proper focus, communication, and relationship management throughout the process. + Monitor technician activities and proactively escalate barriers to meeting customer expectations. + On escalated or chronic issues, align with business service organizations to ensure root cause is identified. Recommend action plans to ensure follow-up on customer issue resolution. + Provide timely response to requests for information, reports and other data from customers and other functional departments. Knowledge, Skills, Abilities Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success. Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Understands the impact to the external customer when carrying out one’s own job tasks. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost. Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes problems by looking at the symptoms. Resolves issues behind major problems in the short term while recognizing and recommending long term solutions. Communication – Able to communicate clearly, concisely, politely and effectively with customer, vendor and organization. Facilitates improved communication between and across organizations. Supervises Organizational Change - Facilitates change in the workplace and understands how change affects employees. Effectively supervises change within the organization. Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Education/Experience Requirements + Bachelor’s Degree preferred in Business Operations or related field; or equivalent, relevant experience. + Demonstrated success in compiling, analyzing, and presenting financial and performance data. + Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud-based technology systems. SAP and ServiceNow experience strongly desired. + 2+ years of Service Delivery and Operations responsible for product and service delivery within technology services or related industries. + Supervisory experience with ability to encourage and lead employees to achieve or surpass results. + Strong interpersonal, organizational and communication skills with the ability to create a partnership atmosphere with internal and external resources while achieving objectives. + Experience in handling employee issues and making sound judgment decisions in this area. + Position dedicated to customer site; Monday – Friday; 8:00am – 5:00pm #LI-AG1