Service Delivery Manager – Central Region

This is a fully remote position, open to applicants in Alabama, +2 more states.

📋 Description

• Guarantee the smooth delivery of maintenance and services for Toshiba clients.

• Oversee a team of approximately 25 technicians.

• Identify customer concerns and requirements through strong relationships with end-users and stakeholders.

• Execute plans, programs, and processes aimed at achieving growth targets and enhancing Maintenance Gross Profit.

• Manage labor and overtime, inventory and parts usage, fleet, vendors, travel, and additional expenditures.

• Assist District teams in ensuring customer satisfaction through break-fix service, installations, and health checks.

• Ensure timely fulfillment of contractual obligations.

• Monitor technician productivity, utilization, and scheduling.

• Evaluate manpower needs to support contractual commitments.

• Build high-performing teams and enhance Maintenance operations.

• Identify developmental needs and provide coaching and development plans.

• Facilitate efficient onboarding of new resources.

• Work effectively within a matrix environment and address conflicts respectfully and promptly.

⛳️ Requirements

• Bachelor’s Degree preferred with over 5 years of progressive experience and proven success/knowledge.

• More than 3 years of experience in leading and developing employees.

• Strong leadership and crisis management abilities.

• Capability to grasp high-level technology concepts and communicate them to non-IT managers and senior leaders.

• Excellent interpersonal and relationship-building skills.

• Aptitude for thriving in positive, team-oriented, and competitive environments.

• Innovative skills in driving new business opportunities.

• Ability to deliver service results that meet SLA objectives while ensuring profitability.

• Proficient in people management, organizational capabilities, and team-building.

• Capacity to develop and maintain a highly flexible schedule for technicians to meet SLA, installations, and other customer service needs.

• Ability to lead customer meetings, presenting service result reports.

• Competence to operate effectively in a dynamic and demanding work environment.

• Ability to empower individuals to make sound business decisions and provide coaching when necessary.

• Skilled in holding employees accountable for their performance.

• Innovative in driving cost reduction efforts for the business.

• Proficient in the Microsoft suite of applications (Excel, PowerPoint, Word, etc.).

• Strong experience with Excel and the ability to manipulate data for data-driven decisions.

• Must reside within the servicing territory, including Alabama, Mississippi, and Louisiana.

• This position is not eligible for immigration/work visa sponsorship.

🏝️ Benefits

• Group health coverage (medical, dental, & vision).

• Employee Assistance Programs.

• Company-provided life insurance.

• Employee discounts.

• Generous paid holiday schedule.

• Paid vacation.

• Sick/personal days.