Client Services Manager

Job Title: Service Delivery Manager 

Reports To: The Service Delivery Manager will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership. 

 

Job Overview: 

The Service Delivery Manager (SDM) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The SDM will act as the primary daily client. While overseeing the staff onsite for all supervisory functions required. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service. 

 

Duties and Responsibilities: 

• Proactively institutes the SPS Governance Model to ensure client satisfaction. 
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks. 
• Drives operational improvements and solution design. 
• Troubleshoots and resolves all client, site management, and site staff issues. 
• Coordinates, implements, and oversees any special projects. 
• Coordinates and leads vendor partner negotiations. 
• Manages site financials in terms of hours, gross margin spread, profitability and growth. 
• Serves as a knowledgeable resource regarding OSHA, EEOC, and the process for handling complaints. 
• Manages direct reports, including managerial staff. 
• Assists in the development of training materials and execution of formal training sessions 
• Support business development internally and as directed. 
• Maintains consistent communication with client and SPS at all levels. 
• Manages the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if the Supervisor is unable to. 
• Meets all client and SPS deadlines. 
• Manages all resources within the operation, including people, hardware/software, and facilities. 
• Coordinates with the supervisors the staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies. 
• Maintains a safe working environment for the SPS staff. 
• Tracks all client requests using the approved tracking mechanism for activity and performance. 
• Maintains metrics for monthly reporting of KPIs/SLAs. 
• Oversees all equipment, supply and messenger vendors to comply with SPS contract. 
• Performs daily walkthroughs to observe team performance firsthand for site inspections. 
• Documents any incidents and informs client and SPS immediately. 
• Maintains site P&L at proforma levels or above. 
• Consistently executes all deadlines to be met for payroll, billing, and A/R collection. 
• Oversees monthly budget forecasts for the account. 
• Maintains Client Satisfaction Index (CSI) at or above the previous score. 
• Participates in Monthly and Quarterly Client Business Reviews. 
• Maintains Employee Satisfaction Index (ESI) at or above the previous score. 
• Participates in SPS sponsored events. 
• Establishes and maintains accountability to the next higher leadership authority. 
• Coaches, develops and cross trains operations team to grow their careers. 
• Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations 
• Develops, appraises and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members. 
• Maintains consistent documentation monitoring the status of each employee. 
• Provides annual employee performance evaluations and reviews as directed by SPS. 
• Has strict adherence to all SPS policies & procedures. 
• Serves as a knowledge resource regarding SPS policies and procedures. 
• Exceeds all contractual and client KPIs/SLAs. 
• Immediately reports any personnel, security or data breach incidents to SPS leadership team. 

 

Competencies: 

• Results-oriented. 
• Driven by client satisfaction. 
• Strong integrity, and solid business ethics. 
• Excellent presentation and interpersonal skills. 
• Excellent English written and oral communication skills. 
• Expert in customer service skills, professional attitude and appearance. 
• Good organizational skills. 
• Ability to maintain confidentiality. 
• Attention to detail. 
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information. 
• Able to convey information and ideas through speech in ways that others will understand. 
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand, identify and understand the speech of another person. 
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting. 
• Flexibility in dealing with simultaneous projects. 

 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required.  
• Minimum of 5+ years of experience in high level relationship building and operational management. 
• Previous management/ supervisor experience overseeing 5-10 employees. 
• Ability to build business relationships and interact effectively with C level executives. 
• Solid understanding of selling skills. 
• Exceptional computer skills. 
• Industry related experience a plus. 
• Driven by client satisfaction, with proven track record of diplomacy and ownership. 
• Strong integrity, solid business ethics. 
• Strong team approach to account management. 
• Creative strategic thinking and performance. 
• Required to maintain an overall professional appearance and attitude. 
• Adhere to all policies and procedures required. 

 

Physical Demands: 

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Physically able to talk on the phone and input data simultaneously. 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. 

 

Travel: Some local travel is required for this position. Approximately up to 25%. 

 

Other Duties: 

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 may change at any time with or without notice.