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Added 1 min ago
Director | Pharmacy Business Services
Gundersen Lutheran Admin Svcs
La Crosse, WI
Under the direction of the Vice President, Pharmacy Services, the Director, Pharmacy Business Services provides strategic leadership and oversight for pharmacy business, financial, supply…
Added 9 mins ago
OO
Office Director
Office of Shared Administration (WV)
Charleston, WV
- $34.25 to $57.09 USD / hour
The Deputy Director of the Rural Health Transformation Program (RHTP) will assist, within the guidelines of the grants/awards in direct consultation and oversight with the…
Added 16 mins ago
Regional Medical Scientific Director (aka Medical Science Liaison) – Myeloid – FL, GA, AL, AR, LA, MS
Merck
Annapolis, MD
The Regional Medical Scientific Director (Regional Medical Scientific Director) is a credentialed (i.e., PhD, PharmD, DNP, MD) therapeutic and disease expert who engages in bidirectional…
Added 40 mins ago
Graduate Development Program, Associate Supervisor, Electric Operations
natgridProd
Buffalo, NY
This role is part of National Grid’s Graduate Development Program and is designed for early-career professionals who are interested in field operations, people leadership, performance…
Added 40 mins ago
Graduate Development Program, Associate Supervisor, Electric Operations
natgridProd
Liverpool, NY
This role is part of National Grid’s Graduate Development Program and is designed for early-career professionals who are interested in field operations, people leadership, performance…
Added 40 mins ago
Graduate Development Program, Associate Supervisor, Electric Operations
natgridProd
Albany, NY
This role is part of National Grid’s Graduate Development Program and is designed for early-career professionals who are interested in field operations, people leadership, performance…
Added 1 hour ago
Health Industry - Patient Access & Experience Manager
Accenture LLP Company
NY
Reimagine and redesign access operating models. Lead workflow redesign, policy and procedure development, organizational and workforce realignment, and the design of KPIs and performance…
Added 1 hour ago
BH
Child care teacher
Bright Horizons Family Solutions
Moosic, PA
- $17 to $20.75 USD / hour
Added 1 hour ago
Director of Business Development (Federal)
Cynet Corp
Remote, United States
Join an award-winning healthcare workforce company and own the front end of our federal growth engine. This is a hunter role - you open doors, build relationships, and create opportunities…
Added 1 hour ago
Global Strategic Account Director
Cynet Corp
Remote, United States
Join an award-winning and talented organization that delivers world-class healthcare workforce solutions. Working within a vibrant and passionate team of recruitment and sales…
Added 1 hour ago
Division Administrator - Anesthesiology
The Medical College of Wisconsin, Inc.
Milwaukee, WI
…collaborating with the Department Administrator, Clinical Operations Director, and physician and APP leaders. Maintains an environment conducive to peak performance in all areas of…
Added 4 hours ago
US Immigration Attorney - Director
Vialto Law (US) LLP
Remote, United States
We are seeking an experienced Director-level U.S. immigration lawyer to lead strategic client relationships, oversee complex U.S. immigration engagements, and contribute to the leadership…
Added 5 hours ago
Director, Software Engineering
VIOC
Remote, United States
The Director also grows engineering talent and establishes development standards, continuing the adoption of cloud-native solutions and augmenting teams with agentic frameworks to deliver…
Added 5 hours ago
UO
HR Director Partner Services, Operations
University of Colorado Denver
Boulder, CO
- $136,300 to $175,000 USD / year
The HR Director for Partner Services, Operations provides senior-level HR leadership for the Office of the Senior Vice Chancellor for Operations and the units it supports. This position…
Added 5 hours ago
Senior Construction Manager
IREN
Childress, TX
Job Type: Full-Time | Location: Childress, TX | Department: Construction | Reporting to: Associate Director, Construction | Work Location Type: #onsite
Added 5 hours ago
Compliance Coordinator UBE & Workforce Compliance
Consigli Construction
NY · New York, NY
The Compliance Coordinator supports Consigli's Underutilized Business Enterprise (UBE) and Workforce Compliance program and works closely with project teams, subcontractors, clients,…
Added 5 hours ago
CC
Assistant Operations Manager
Consigli Construction
Milford, MA
- $75,000 to $90,000 USD / year
The Assistant Operations Manager supports the Director, General Superintendent in leading construction operations across multiple regions. This role plays a critical part in operational…
Added 5 hours ago
CC
Assistant Operations Manager
Consigli Construction
Boston, MA
- $75,000 to $90,000 USD / year
The Assistant Operations Manager supports the Director, General Superintendent in leading construction operations across multiple regions. This role plays a critical part in operational…
Added 5 hours ago
VV
Physician Assistant (PA) or Nurse Practitioner (NP) Emergency Department and Urgent Care
Valley View
Glenwood Springs, CO
- $65 to $90 USD / hour
Reports To: Emergency Department Medical Director and designated administrative leadership
Added 7 hours ago
Program Analyst
Veterans Affairs, Veterans Health Administration
Louisville, KY
Added 7 hours ago
Director, Talent & Workforce Strategy
Community FoodBank of New Jersey
Remote, United States
The Director, Talent & Workforce Strategy leads CFBNJ’s learning and workforce development strategy to strengthen organizational capability, leadership effectiveness, AI adoption, and…
Added 8 hours ago
DH
Charge Nurse - Operating Room (Nights)
Denver Health
Denver, CO
- $39 to $63 USD / hour
Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
Added 8 hours ago
DIRECTOR CIVILIAN HUMAN RESOURCES
Office of Naval Research
Arlington, VA
Added 8 hours ago
Coordinator, Patient
Lifepoint Health
McKinney, TX
Provides feedback to the treatment team in establishing and implementing therapeutic treatment plans under the direction of the Director of Clinical Operations.
Added 8 hours ago
Director, Global Total Rewards, People Operations & HR Technology
Clinigen
Remote, United States
…leading People Operations, HR systems, payroll governance, workforce data and reporting. You will help create a simpler, more scalable model that equips leaders with reliable insights and…

NFM & J LP

Service Delivery Manager

Lakewood, CO, United States
Tampa, FL, United States

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Job details

Posting language: English
Posted: Nov 3, 2026

Original job description

Who We Are Joining The Facilities Group National means you’ll be delivering comprehensive facilities management with a “national reach, local touch” mindset. Our 47 regional support offices, hybrid workforce model, and proprietary JAN‑IT platform empower teams to solve problems quickly, streamline work orders and billing, and ensure consistent quality at scale. You’ll make an impact across 20+ industries - from retail and healthcare to education, logistics, aviation, and commercial properties - supporting clean, safe, brand‑right environments at 30,000+ locations across North America. If you’re energized by a people‑first, data‑driven culture that listens, learns, and grows with its clients and teams, you’ll thrive here while helping us set the standard for client satisfaction in facilities management. Job Summary The Service Delivery Manager is responsible for leading and managing customer service operations within the janitorial services division. This role serves as the primary point of contact for key clients, ensuring exceptional service delivery, proactive issue resolution, and long-term client retention. The Service Delivery Manager drives service standards, oversees performance metrics, trains and supports teams, and collaborates closely with operations to ensure contractual obligations and service level agreements (SLAs) are consistently met. This position reports to the Director of Operations.

This role takes place in offices in Denver, CO or Tampa, FL.

Service Delivery Manager Duties and Responsibilities Client Relationship Management

Act as the primary liaison for assigned clients, building and maintaining strong, trust-based relationships.
Manage complex client inquiries, service requests, and concerns with professionalism and urgency.
Conduct regular client meetings, site visits, and service reviews to ensure satisfaction and alignment with expectations.
Proactively identify opportunities to enhance service quality and strengthen client retention.

Team Leadership & Training

Recruit, train, coach, and supervise internal team members and collaborate with cleaning supervisors and field staff.
Establish clear service standards, procedures, and performance expectations.
Provide ongoing coaching, performance feedback, and development plans to improve team effectiveness.
Foster a customer-focused, accountability-driven culture across the service team.

Service Delivery Oversight

Oversee daily customer service operations to ensure timely responses and consistent service delivery.
Monitor compliance with SLAs, contracts, company policies, and industry regulations.
Implement and maintain quality control processes, audits, and corrective action plans.
Partner with operations and field management to resolve service gaps and operational challenges.

Process Improvement & Performance Management

Analyze customer feedback, KPIs, and performance metrics such as CSAT scores, response times, complaint trends, and retention rates.
Identify service inefficiencies and lead continuous improvement initiatives.
Stay informed on industry best practices and implement innovative service strategies.

Issue Resolution & Escalation Management

Take ownership of escalated client complaints and service failures.
Investigate root causes, coordinate corrective actions, and communicate resolutions effectively.
Deliver win-win solutions that protect client relationships and company interests.

Reporting & Budgeting

Prepare and present regular reports on service performance, customer satisfaction, and operational trends.
Track departmental expenses and manage budgets related to customer service operations.
Support forecasting, staffing plans, and resource allocation to meet service demands.

Service Delivery Manager Skills & Qualifications

Proven experience in facility management, janitorial services, or a related service-based industry.
Demonstrated leadership experience managing customer service teams or operations staff.
Strong communication, negotiation, and interpersonal skills.
Excellent problem-solving, conflict resolution, and decision-making abilities.
Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
Strong analytical skills with experience using KPIs, dashboards, and customer feedback data.
Customer-centric mindset with a strong focus on service excellence, retention, and long-term partnerships.

Service Delivery Manager Preferred Qualifications

Associate’s or Bachelor’s degree in Business, Operations Management, Facilities Management, or a related field.
Experience working with SLAs, contract management, and quality assurance programs.
Familiarity with CRM systems and reporting tools.

Customer Service Manager Benefits

Health Insurance
Dental/ Vision Insurance
Paid PTO
401(k) Matching
Employee Assistance Program (EAP)

The Facilities Group National is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.

Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group National to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group National also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruitment Team 813-425-1985.

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More about this job

Skills

Manage customer service
Cleaning
Team leadership
Coaching
Customer service
Regulatory compliance
Quality control
Performance management
Process improvement
Manage budgets
Forecasting
Leadership
Communication skills
Negotiation
Interpersonal skills
Problem solving
Conflict resolution
Decision making
Meet deadlines
Work independently
Analytical skills
Focus on service
Operations management
Contract management
Quality assurance

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