Job-Id: 17385

Service Delivery Manager

Ensure best in class project delivery in line with the SOW ensuring smooth delivery of service, overall customer satisfaction and commercial success

USA – Houston, TX
Project Support
Full-time

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Your skills

Proven experience in service delivery, field operations, or break-fix management.
Strong leadership, problem-solving, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Familiarity with ticketing systems, SLA tracking, and field service tools.
Technical background in IT hardware or similar equipment.
Experience with geographically dispersed teams.

Your tasks

We are seeking a results-driven Service Delivery Manager to oversee the day-to-day operations of our break-fix field technician team. This role ensures high-quality service delivery, efficient dispatching, timely resolution of incidents, and customer satisfaction. You’ll serve as the key liaison between technicians, internal teams, and clients.

Manage and support a team of field break-fix technicians across assigned territories.
Monitor job queues and dispatch technicians effectively to meet SLA requirements.
Track performance metrics (e.g., response time, resolution time, customer satisfaction) and take corrective actions when needed.
Coordinate spare part logistics and ensure proper documentation of all service activities.
Provide coaching, training, and performance feedback to field staff.
Resolve escalated issues and communicate updates to internal stakeholders and customers.
Continuously improve operational processes to increase efficiency and service quality.

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

Your benefits

Buddy program
Dental insurance
Health/ Medical insurance
Internal career development program
Life insurance
Mobile working
Onboarding program
Unlimited employment contract

Job-Id: 17385 Service Delivery Manager USA – Houston, TX

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