The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We're united by our culture - a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job - it's about having the opportunity to become the best version of yourself.
Minimum Qualifications
3 years of service delivery experience
Knowledge of the service delivery business area
Excellent written and verbal communication skills
Excellent relationship-building skills
Excellent negotiation and conflict resolution skills
Demonstrated ability to analyze business needs and navigate solutions
Preferred Qualifications
Job Summary
The Service Delivery Manager partners with the client success strategy team to create a streamlined and scalable delivery of service from the service delivery area to each client within a partner company.
Responsibilities
Build, support and maintain a work request intake process for the specific service delivery area
Communicate service delivery lifecycle processes to partners and clients, and support the implementation in their teams
Perform high level needs analysis for clients in the specific service delivery area
Navigate the products, services and processes within the specified delivery area
Engage appropriate teams, leaders and processes within the specific service delivery area to define requirements, the scope of work and deliverables
Collaborate with senior leaders, clients and the various teams in their business area to determine prioritization of work
Communicate empathetically with clients regarding service questions and complaints
Communicate urgently and proactively with clients when incidents impact their business
Be the central point of communication from the service delivery area to the client and client success strategist throughout the service delivery lifecycle
Maintain customer relationship management records to clearly identify points of contact (with the client success strategy team)
Report upcoming, in-process and historical completion of work resulting from requests
Assist client success strategists with collecting regular partner feedback
Who We Are
Rock Central is a Detroit-based professional services company obsessed with delivering innovative, effective solutions to meet the diverse needs of our clients. From legal and finance to technology and public relations, our expertise spans from executive consulting all the way to tactical implementation. We thrive at the intersection of people, process and technology and empower our partners to unleash the maximum potential of their business through unmatched partnership and the entrepreneurial spirit of a startup. From the smallest venture to the largest enterprises, we believe having an impact is never a question - it's part of our DNA.
Disclaimer
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.
We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law.
The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at 1-800-411-JOBS.
The Rock Family of Companies uses world-class recruiting and talent management teams to help each member organization recruit the best and brightest. If you're looking for the next step in your career, you've come to the right place.