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Service Delivery Manager, Bilingual (Eng/Span)
Valet Living. Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing service delivery and contractor oversight within high-volume environments, ensuring client satisfaction and operational efficiency. Proficient in utilizing work order management systems and CRM platforms to enhance service processes and communication.
Highest-signal resume keywords
Service Delivery ManagementIndependent Contractor OversightWork Order Management SystemsClient Relationship ManagementBilingual English/Spanish
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DeliveryContractor ManagementWork Order ManagementCRM PlatformsProcess ImprovementKPI AchievementIncident ReportingSafety Standards EnforcementOnboarding ContractorsProblem Solving
Soft Skills
Client CommunicationAdaptabilityCalm Under PressureRelationship BuildingTeam Collaboration
Tools & Technologies
SalesforceMobile App for Work OrdersWork Order Management System
Certifications & Qualifications
High School Diploma or GEDValid Driver’s License
Industry Keywords
Service ExcellenceClient SatisfactionHigh-Volume Service EnvironmentOperational ChallengesProperty Management
About the role
Key responsibilities & impact- Oversee daily Make Ready, Repair & Maintenance, and select construction services across assigned apartment communities
- Ensure work is completed on time, meets quality standards, and aligns with client expectations
- Build and manage daily schedules using the designated work order management system
- Source, select, and dispatch qualified independent contractors
- Conduct daily site visits to confirm job status, quality, and compliance
- Maintain communication with clients and contractors regarding job details and progress
- Ensure contractors close work orders through the mobile app with required completion photos
- Close out completed work orders to support contractor payment and accurate client billing
- Coordinate follow-up repairs, touch-ups, and return visits
- Manage service issues and escalations with leadership support when required
- Achieve service delivery KPIs including go-back rates, work order turnaround, contractor app usage, and client retention
- Enforce safety standards and protocols across job sites
- Identify unsafe conditions and escalate unresolved safety concerns
- Ensure accurate and timely incident reporting
- Monitor performance metrics and implement corrective actions
- Recommend process improvements to enhance efficiency, consistency, and customer satisfaction
- Recruit, evaluate, and onboard independent contractors
- Communicate client requirements, job scope, and performance expectations
- Anticipate contractor capacity needs and address shortages
- Support contractor onboarding and compliance processes
- Support new community launches through property walks with Maintenance Directors and Client Success Managers
- Align on job scope, service standards, pricing, and change order processes
- Serve as primary point of contact for service-related questions and escalations
- Build relationships with onsite property teams
- Educate clients and property staff on MultiPro service offerings
- Guide and support less experienced Service Delivery Managers
- Partner with Client Success Managers to resolve operational challenges
- Collaborate with Finance, HR, Marketing, Operations, and IT
- Communicate escalated risks and service concerns to leadership
- Identify opportunities to improve service delivery and operational processes
- Take on additional responsibilities as needed
Requirements
What you’ll need- 5+ years managing services in a high-volume, transactional service environment
- Proven experience directing independent contractors and managing onsite service delivery
- Strong commitment to service excellence and client satisfaction
- Ability to manage multiple priorities, analyze issues, and implement solutions
- Comfortable working directly with onsite decision-makers and field partners
- Calm under pressure and adaptable to changing priorities
- Experience with CRM and work order management platforms; Salesforce preferred
- Experience sourcing and onboarding service contractors
- High school diploma or GED required
- Associate degree or higher preferred
- Bilingual English/Spanish highly preferred
- Ability to travel within the assigned territory using a personal vehicle
- Ability to walk properties, including stairs and large outdoor areas
- Comfortable working outdoors in varying weather conditions
- Valid driver’s license
- Flexibility to work irregular hours based on business needs
Benefits
Comp & perks- 10% annual target bonus paid quarterly
- Medical, dental, and vision coverage for you and your family
- HSA with employer contributions
- Flexible Spending Accounts
- 401k with company match
- Life and disability insurance
- AD&D insurance
- Business travel coverage
- No preset PTO accruals; manage your time and work-life balance your way
- 10 company-paid holidays
- Tuition reimbursement up to $5,250 per year
- Access to online education center
- Referral bonuses
- Pet insurance
- Associate assistance programs
- Discount programs
- Rewards and recognition
- Free access to Torch Fitness virtual programs
- Promotion-from-within opportunities