Position Summary:

The Service Delivery Manager oversees a team of Provisioning Specialists who fulfill orders, handle inquiries, and troubleshoot errors. They streamlines processes and works to increase our “touchless” order rate. The Manager continuously innovates to improve customer satisfaction and reduce order fulfillment waiting time.

Essential Responsibilities:

• Manages and directs a team Provisioning Specialists, (including, but not limited to: hiring, coaching, developing, evaluating, etc.)
• Ensures the team’s orders are completed in a timely manner while providing excellent customer satisfaction
• Streamlines processes and works collaboratively with multiple departments to increase rate of automated order
• Takes on high-level special projects as needed
• Builds and maintains relationships with key stakeholders

Ideal Skills, Experience, and Competencies:

• At least two (2) years of experience managing people
• Previous experience in a fulfillment/customer service role preferred
• Strong business acumen
• Ability to make and timely and appropriate decisions
• Ability to delegate and direct work
• Ability to identify efficiencies and optimize work processes
• Ability to consistently achieve results even under tough circumstances
• Ability to work collaboratively with other teams to meet mutual business objectives
• Ability to successfully handle conflict
• Demonstrated ability to develop others to help meet career goals and organization objectives
• Ability to effectively drive teams to accomplish Key Business Objectives
• Ability to motivate others to action by driving vision and purpose
• Ability to be honest and authentic, and live and work with integrity and authenticity
• Ability to be self-aware
• Excellent written and verbal communication skills
• Excellent organizational, problem-solving, and interpersonal skills

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

Compensation:

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