Client Services Manager

Reports To: The Service Delivery Manager will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership. Job Overview The Service Delivery Manager (SDM) will sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The SDM will act as the primary daily client contact, overseeing staff onsite for all supervisory functions. Duties and Responsibilities Proactively institute the SPS Governance Model to ensure client satisfaction. Standardize policies and procedures, including statistical monthly reporting and benchmarks. Drive operational improvements and solution design. Troubleshoot and resolve all client, site management, and site staff issues. Coordinate, implement, and oversee any special projects. Coordinate and lead vendor partner negotiations. Manage site financials in terms of hours, gross margin spread, profitability and growth. Serve as a knowledgeable resource regarding OSHA, EEOC, and the process for handling complaints. Assist in the development of training materials and execution of formal training sessions. Support business development internally and as directed. Maintain consistent communication with client and SPS at all levels. Manage the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if the Supervisor is unable to. Meet all client and SPS deadlines. Manage all resources within the operation, including people, hardware/software, and facilities. Coordinate with supervisors the staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies. Maintain a safe working environment for the SPS staff. Track all client requests using the approved tracking mechanism for activity and performance. Maintain metrics for monthly reporting of KPIs/SLAs. Oversee all equipment, supply and messenger vendors to comply with SPS contract. Perform daily walkthroughs to observe team performance firsthand for site inspections. Document any incidents and inform client and SPS immediately. Maintain site P&L at proforma levels or above. Consistently execute all deadlines to be met for payroll, billing, and A/R collection. Oversee monthly budget forecasts for the account. Maintain Client Satisfaction Index (CSI) at or above the previous score. Participate in Monthly and Quarterly Client Business Reviews. Maintain Employee Satisfaction Index (ESI) at or above the previous score. Participate in SPS sponsored events. Establish and maintain accountability to the next higher leadership authority. Coach, develop and cross‑train operations team to grow their careers. Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations. Develop, appraise and counsel staff to reduce turnover, improve employee satisfaction and increase promotability of staff members. Maintain consistent documentation monitoring the status of each employee. Provide annual employee performance evaluations and reviews as directed by SPS. Have strict adherence to all SPS policies & procedures. Serve as a knowledge resource regarding SPS policies and procedures. Exceed all contractual and client KPIs/SLAs. Immediately report any personnel, security or data breach incidents to SPS leadership team. Results‑oriented. Driven by client satisfaction. Strong integrity, and solid business ethics. Excellent presentation and interpersonal skills. Excellent English written and oral communication skills. Expert in customer service skills, professional attitude and appearance. Good organizational skills. Ability to maintain confidentiality. Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information. Able to convey information and ideas through speech in ways that others will understand. Able to listen to and understand information and ideas presented through spoken words and sentences. Able to speak clearly so listeners understand, identify and understand the speech of another person. Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting. Flexibility in dealing with simultaneous projects. Qualifications and Education Requirements High School Diploma (or equivalent) required. Minimum of 5+ years of experience in high level relationship building and operational management. Previous management/supervisor experience overseeing 5-10 employees. Ability to build business relationships and interact effectively with C level executives. Solid understanding of selling skills. Industry related experience a plus. Driven by client satisfaction, with proven track record of diplomacy and ownership. Strong team approach to account management. Creative strategic thinking and performance. Required to maintain an overall professional appearance and attitude. Adhere to all policies and procedures required. Physical Demands Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). Physically able to talk on the phone and input data simultaneously. Ability to lift or move 40 lbs. or greater frequently. Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. Travel: Some local travel is required for this position. Approximately up to 25%. Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities. Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do. We Recognize Talent: We offer a variety of recognition programs for all levels of employees. Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering. SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law. SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. #J-18808-Ljbffr SPS-North America