Service Delivery Director

| Chicago

Summary

The Service Delivery Director is responsible for driving profitable business results and operational excellence by creating and developing relationships with clients and developing service that exceeds expectations. Their main focus will be to act as a voice of client leadership to internal stakeholders, as well as driving a two-way relationship back to client leadership. This role serves as a key contact for clients while also working with Sales, Operations, Legal, and Technology to deliver an excellent client experience. As Director, you will partner closely with functional operational leaders to ensure customer needs, Service Level Agreements, and business goals are met.

 

Responsibilities

  • Develop, maintain and grow strategic client relationships
  • Perform regular assessments of client data to understand objectives, meet needs and resolve challenges
  • Develop and present monthly updates, quarterly plans, and annual business reviews to the client
  • Leverage internal departments such as Sales, Operations, Affiliates, IT, ProdTech and Marketing to meet or exceed performance standards of established service level agreements (SLAs)
  • Work cross-functionally with internal departments to prioritize and execute on strategic initiatives
  • Project management of items coming out of client calls, including any tasks, reporting, or projects as needed
  • Implement solutions that best resolve client concerns; prevent and resolve escalated client issues
  • Provide two-way feedback to the client on feedback from the internal SMS teams to help strengthen the relationship with client leadership.
  • Forecast, measure and analyze account metrics and trends to improve client revenue and retention
  • Identify new opportunities within the existing client accounts
  • Lead client meetings and attend regular client status meetings as needed
  • Perform ad-hoc projects and other duties as assigned
  • Travel requirements: Travel expected up to 30% of the time

 

     Professional Skills

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

 

Role Specific Skills

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

 

People Management Skills

  • Management of Service Delivery Manager(s)
  • Advanced proficiency in all people management processes, including recruitment, performance management and reward
  • Advanced proficiency in building, growing and developing a team; including department structure design and resourcing
  • Advanced proficiency in coaching and developing individual team members to reach their potential
  • Proficient in engaging multiple teams through communication, processes, personal impact and influence

 

Qualifications

    Minimum Qualifications

  • Bachelor’s Degree required
  • 10 or more years business experience including 7 or more years of building, and/or managing accounts/stores/regions within the facilities or property management industry required

 

    Other Relevant Qualifications

  • Experience in facilities or property management industry is a plus

 

­­­­­___________________________________________________________________________________

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

 

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

ancy or other reasons prohibited by law.

Read Full Job Description

Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
Watch

What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

More Jobs at SMS Assist60 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Operations
Product
Project Mgmt
Sales
Sales
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Finance
new
Chicago
Sales
new
Chicago
Sales
new
Chicago
Design + UX
new
Chicago
Design + UX
new
Chicago
Product
new
Chicago
Operations
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
HR
new
Chicago
HR
new
Chicago
Sales
new
Chicago
HR
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Design + UX
new
Chicago
Internships
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Product
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago