MTS Service Delivery Manager

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Establish and nurture relationships with client facility managers, serving as the trusted operational advisor and primary point of contact.

• Address requests, escalations, and operational inquiries from facility managers.

• Oversee SLA performance, KPIs, fee-at-risk metrics, work orders, quality audits, and safety findings throughout the region.

• Formulate regional corrective action plans and escalate unresolved matters to the Account Leader.

• Collaborate with Operations Managers on staffing modifications, coverage, scheduling, quality enhancements, and problem resolution.

• Evaluate staffing levels, hours allocation, and skill mix; plan coverage for the opening and closing of client stores.

• Gather and relay facility information that impacts staffing and service planning.

• Take ownership of regional quality standards and compliance; create audit protocols and initiate corrective measures.

• Review Corrigo skills assignments and ensure that technicians are certified and adequately trained for their assigned tasks.

• Monitor client-specific training and facilitate skills validation and field readiness.

• Collaborate with the Account Leader, Operations Managers, TSSO, Quality & Business Intelligence, and other MTS functions to enhance performance and processes.

⛳️ Requirements

• Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related discipline.

• Over 4 years of experience in field operations, service delivery, or account management within technical services, facilities management, or a comparable setting.

• Proven track record of successfully managing operations across multiple locations or geographically dispersed environments.

• Strong ability to coordinate across teams; exceptional influencing and collaboration skills.

• Practical understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or building systems—sufficient to effectively lead field teams and interact with clients.

• A robust safety mindset and a demonstrated dedication to safety culture and compliance.

• Outstanding communication skills and a customer service-focused attitude; comfortable interacting with facility managers, field teams, and account leadership.

• Analytical and data-oriented; capable of interpreting KPI and financial data, identifying trends, and formulating corrective action plans.

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Teams); familiar with operations management and reporting systems.

• Willingness to work a flexible schedule, including on-call support for escalations.

• Must be authorized to work in the United States without the need for sponsorship.

🏝️ Benefits

• 401(k) plan with matching contributions from the company.

• Comprehensive Medical, Dental & Vision care coverage.

• Paid parental leave at 100% of salary.

• Paid Time Off and Company Holidays.

• Early access to earned wages through Daily Pay.

• Remote work arrangement available.