Service Delivery Manager (Central Region-Alabama, Mississippi, Louisiana based)

Role overview

Oversee maintenance and service delivery for customers across Alabama, Mississippi, and Louisiana, leading a team of about 25 technicians. The role blends customer relationship management, field service operations, people development, and financial oversight. Candidates must live within the service territory; visa sponsorship is not available.

Responsibilities

- Ensure break-fix service, installations, and health checks meet customer needs and contractual timelines. - Work with district teams to improve service processes and customer satisfaction. - Monitor technician productivity, utilization, and scheduling; assess staffing needs against service commitments. - Manage labor, overtime, parts, inventory, fleet, vendors, travel, and other cost drivers while supporting revenue and maintenance profitability goals. - Coach and develop technicians, identify strengths and training needs, support onboarding, and address performance or conflict constructively. - Lead customer meetings, report service results, and identify practical solutions to operational issues and new business opportunities.

Requirements

- At least three years of experience leading and developing employees. - Five or more years of progressive experience and demonstrated success; a bachelor’s degree is preferred. - Strong people leadership, interpersonal, relationship-building, and crisis management skills. - Ability to meet service-level commitments while managing costs and adapting technician schedules to changing demand. - Skill in communicating technical concepts to non-technical and senior stakeholders and presenting service results. - Strong Microsoft Office skills, particularly Excel, with the ability to analyze data and make informed decisions. - Ability to work in a fluid, high-demand environment and hold team members accountable while coaching them toward better results.

Benefits and work setup

- Must reside in the Alabama, Mississippi, or Louisiana service territory. - Benefits include medical, dental, and vision coverage; life insurance; employee assistance programs; employee discounts; and paid holidays, vacation, and sick or personal days.