Service Delivery Manager

Job Description

Job Description

About the Company

Our client is an established, growing regional company with a route-based delivery and service operation serving residential and commercial customers. They’re looking for a hands-on frontline leader to take ownership of their delivery team and help drive the next stage of growth.

Position Summary

The Service & Delivery Manager is responsible for the day-to-day leadership of the company’s delivery operations across three territories in the greater Kansas City region. This role oversees a team of 5–6 delivery drivers and is accountable for route efficiency, service quality, driver development and retention, customer satisfaction, and organic revenue growth. The Manager is expected to exercise sound judgment in positioning themselves where they are needed most, whether that means riding routes, solving problems in the field, or managing from the office, while also carrying responsibility for growing the customer base through upselling, retention, referrals, and new account acquisition.

This is a management role first. The ideal candidate is a proven frontline leader who can build a high-trust, high-accountability team culture, install structure and discipline into route operations, and drive a sales mindset across their team.

Key Responsibilities

Team Leadership & Driver Development (Primary)

• Directly supervise, coach, and develop a team of 5–6 delivery drivers across three territories.
• Conduct regular ride-alongs, one-on-ones, and performance check-ins to reinforce standards and develop individual capability.
• Lead onboarding and training for new drivers; build and maintain a skills development framework.
• Foster a team culture grounded in accountability, safety, customer service, and continuous improvement.
• Manage driver scheduling, time-off requests, and coverage planning across all three service areas.
• Address performance issues promptly and professionally, in coordination with HR when appropriate.

Route Operations & Efficiency

• Own the performance of all delivery routes: on-time delivery, stop completion rates, and customer satisfaction.
• Identify and implement route optimization opportunities to reduce cost-per-stop and improve driver productivity.
• Monitor daily operational metrics and identify trends requiring corrective action.
• Coordinate with the warehouse and customer service teams to ensure accurate loads, inventory levels, and customer account data.
• Fill in on routes and assist drivers as needed.
• Ensure fleet vehicles are maintained, inspected, and operated in compliance with company and DOT standards.

Revenue Growth

• Personally manage key account relationships and serve as an escalation point for high-value or at-risk customers.
• Drive customer retention through proactive outreach, service recovery, and relationship management.
• Collaborate with the broader sales team to convert leads and close new delivery accounts.

Reporting & Communication

• Provide regular operational updates to the Director of Operations, including route performance, staffing, and revenue metrics.
• Maintain accurate records in the company’s field service management system for route activity, customer accounts, and driver performance.
• Participate in leadership meetings and contribute to cross-functional planning for service delivery.
• Perform other duties as assigned in support of company operations and objectives.

Qualifications

Required

• 3+ years of experience managing a frontline team in a route-based, field service, or distribution environment.
• Demonstrated ability to lead, coach, and retain hourly employees.
• Strong organizational and time management skills; ability to manage across multiple locations.
• Valid driver’s license with a clean driving record; ability and willingness to drive routes as needed.
• Proficient in Microsoft Office and comfortable learning operations management software.
• Excellent interpersonal and communication skills, written and verbal.

Preferred

• Experience in route delivery, beverage delivery, or home/commercial services.
• Prior experience in a player-coach or working manager role.
• Demonstrated experience with results in upselling, account retention, or new customer acquisition.
• Familiarity with route management or field service platforms.
• Experience managing employees across multiple geographic locations.