Contract Service Delivery Manager jobs

Customer Service Manager - ICI Construction MeadowBrook Construction is looking for a Customer Service Manager - ICI Construction to lead the day-to-day operations, performance and continued growth of our multi-trade and customer coordination Department. This role is responsible for overseeing operations, team performance, customer experience, financial results and continuous improvement. The successful candidate will work closely with Coordinators, Foremen, Technicians and other departments to ensure work is completed efficiently, safely and to a high standard. Key Responsibilities

• Lead the day-to-day operations of the Department.
• Manage and support Coordinators, Foremen and Technicians.
• Monitor workload, scheduling, technician capacity and performance.
• Review work-in-progress, quote activity, and completed work.
• Monitor departmental revenue, profitability, labour utilization, overtime and expenses.
• Establish and track departmental KPIs and performance targets.
• Prepare and present weekly and monthly performance updates.
• Oversee contracts, renewals and recurring programs.
• Manage escalated customer concerns and support key customer relationships.
• Identify opportunities to improve customer retention and grow existing accounts.
• Coordinate training with Foremen and other internal departments.
• Promote accountability, strong communication and a positive team environment.
• Ensure departmental health and safety requirements are followed.
• Work with internal teams to improve processes, systems, reporting and ERP utilization.
• Identify opportunities to improve efficiency, standardize processes and support departmental growth.

What We Are Looking For

• 5+ years experience managing a customer service, field operations or similar department.
• 10 years experience in customer service
• Strong leadership and people-management skills.
• Experience managing multiple priorities in a fast-paced environment.
• Strong understanding of scheduling, field operations and labour utilization.
• Financial awareness including revenue, profitability, labour costs and departmental expenses.
• Experience using KPIs and reporting to improve performance.
• Strong customer service, communication and conflict-resolution skills.
• Organized, accountable and comfortable making decisions.
• Experience in trades, facilities management, project management or a multi-trade service environment is considered an asset.

Artificial intelligence may be used in the screening and assessment of applicants.