Property Technology as a Service
Service Delivery Manager
The primary role of the Service Delivery Manager is to ensure 5Q clients experience seamless delivery of services across all business lines. This role proactively monitors key performance metrics and indicators to make sure service delivery and service support processes are on schedule and on budget. This role also focuses on establishing and maintaining close relationships with client stakeholders and 5Q’s internal operational departments.
MAJOR RESPONSIBILITIES & ACCOUNTABILITIES
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Build and maintain strong relationships with 5Q teams and client stakeholders to enable effective dialog between departments/client.
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Understand client needs to find opportunities to proactively identify growth / operational maturity opportunities
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Monitor client KPI’s to identify/address potential services issues before they impact 5Q clients.
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Proactively initiate/manage corrective action plans whenever necessary. Recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
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Take control of critical incidents, coordinating resolution activities and establishing effective communication between stakeholders for post-incident reviews.
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Fully understand the scope of all 5Q provided services for each client.
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Ensure that systems, procedures, and methodologies are in place to support world-class service delivery.
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Provide regular reporting to 5Q management on service delivery performance.
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Analyze internal process and third-party options to create strategies for service delivery optimization.
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Keep track of key account metrics and develop reports/dashboards for 5Q clients
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Communicate status/progress to both internal and external stakeholders
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Gather client requirements and work with other departments within 5Q as needed to ensure solutions are supportable and meet related standards prior to suggesting to client
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Performing other duties as assigned
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KNOWLEDGE AND SKILL REQUIREMENTS
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Proven track record of Service Delivery or Technical Account Management, vCIO knowledge or other relevant experience
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Prefer minimum of 4 years in account management, client support or equivalent
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Prefer 4-year MIS degree or equivalent
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Prefer 2 years of business analyst experience including requirements gathering and documenting, business process analysis, problem solving, and solution implementation
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Experience in managing multiple stakeholders and projects
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Strong listener who is client-oriented and attentive to their needs (two ears, one mouth)
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Strong problem solver, critical thinker, analytical and facilitation skills
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Team player
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Excellent time-management skills
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Excellent interpersonal and communication skills
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Experience and strong knowledge in Microsoft Office
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Experience in using software for sales/deals such as Hubspot
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Ability to learn and support new applications.
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Advanced knowledge of IT operations
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Physical Demands/Work Environment:
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Ability to use a keyboard to enter and retrieve data.
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Must have good eyesight to view computer monitor and phone.
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Lifting and/or carrying of 15-30 lbs. or more.
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Willing to travel <20%
Some of the benefits of working at 5Q include:
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Choice between multiple medical plans options, including an option that is free for employees only as well as a generous company contribution to offset the cost of your healthcare coverage
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Flexible Spending Accounts and Health Savings Accounts to allow medical expenses to be paid on a pre-tax basis
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Company-paid Life and AD&D Insurance
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Available Short and Long-Term Disability plans
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401(k) Plan with a 100 percent employer match of the first 4% of your contribution
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Annual allowance for professional training and certifications
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Generous paid time off policy
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Employee advocate program through Health Advocate
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Reward and incentive programs based on individual and company performance
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Charitable contribution gift-matching
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Regular company events and social activities
APPLY BELOW
5Q provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. The Company complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.