Job Title

Manager, Service Delivery

Job Description Summary

The incumbent is responsible for the overall management of a cluster of projects within a market sector, and supervises the account managers assigned to individual projects. Specific responsibilities include customer relations/retention, quality assurance oversight, employee assessment/development, staffing, budget oversight, cost containment and reduction, short/long range planning, problem solving, and new product/service delivery.

Job Description

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

The Area Manager reports to the Director of Operations, working in conjunction with special services personnel, and is responsible for the following activities:

·         Manages the overall activities of a cluster of projects and supervises account managers and supervisors.

·         Maintains/monitors customer contacts (owner, tenant, property management), profiling customer needs/expectations and changes in customer priorities while development/implementing account retention strategies

·         Develops and implements quality assurance methods and procedures, overseeing same and assessing quality levels achieved by individual account managers

·         Measures/assesses performance and potential of employees and recommends employees for current/future staffing needs

·         Coordinates career development program for management/non-management employees, providing leadership in assessment, planning, and follow-up evaluation of staff, as well as participating in self-development

·         Monitors/evaluates budgets and plans/coordinates future budget/special funding requests

·         Administers cost containment/reduction activities among assigned sites and management personnel

·         Provides short range/long range planning to include initial overall planning with the Director of Operations, and one-on-one activities with account managers and customers

·         Remains knowledgeable in new product/service deliver and communicates same to account managers for use/implementation on site

·         Demonstrates excellent oral and written communication skills

·         Demonstrates excellent interpersonal skills, being able to work effectively with all levels of personnel and client

·         Establishes and maintains the respect and confidence of clients and Services employees

·         Actively promotes and sales additional services and to client accounts and building tenants

SUPERVISORY RESPONSIBILITIES, if any:

Supervises Building Managers

REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):

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