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Service Delivery Manager

| Chicago

 

Title: Service Delivery Manager

Department: Account Operations

Exemption Status: Exempt

 

Summary

The Service Delivery Manager is responsible for driving profitable business results and operational excellence by creating and developing relationships with clients. This role serves as a key contact for clients and works with the sales, operations, legal and technology departments to deliver an excellent client experience.

 

Responsibilities

  • Consistently delivers exceptional client experiences that create increased client satisfaction, retention and willingness to be a reference
  • Establishes and grows relationships with assigned clients
  • Develops monthly updates, quarterly plans and presents annual business reviews to clients; develops strategies and improvement plans from those results
  • Leverages internal departments such as Sales, Operations, IT and Marketing to meet or exceed performance standards of established service level agreements (SLAs)
  • Forecasts and measures account metrics to improve client revenue and retention
  • Develops and drives continuous improvement initiatives related to the client
  • Understands client objectives, resolves challenges and meets the needs of the client by performing regular assessments of data
  • Implements solutions that best resolve client concerns; prevents and resolves escalated client issues
  • Assists leadership in creating long-term, strategic planning initiatives for the client
  • Leads client meetings and attends regular client status meetings as needed
  • Monitors customer financials to ensure timely invoicing and that proper rates are applied to services
  • Fosters a positive team environment
  • Ensures confidentiality of internal and external data
  • Performs ad-hoc projects and other duties as assigned
  • Travel requirements: Travel Expected: up to 30% of the time

 

   Professional Skills

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

 

Role Specific Skills

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

 

People Management Skills

  • Not applicable to this role

 

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 retail industry required

 

    Other Relevant Qualifications

  • Experience in facilities or property management industry is a plus

 

Read Full Job Description

Location

875 North Michigan Avenue , Chicago, IL 60611

What are SMS Assist Perks + Benefits

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
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

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

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