FM Service Delivery Manager at Alpha Mead Group

Job Summary

We are seeking a dynamic and results-driven Facility Management Service Delivery Manager to oversee the operations of our online facility management platform. The platform provides on-demand home and office services, including HVAC, plumbing, electrical, generator maintenance, and cleaning services. The ideal candidate will have strong experience in managing e-commerce marketplace operations and possess hands-on knowledge of website administration and management. This role requires a mix of operational excellence, digital platform management, customer experience oversight, and service partner coordination to ensure seamless delivery to clients.

Key Responsibilities

• Manage and oversee the daily operations of the online facility services marketplace platform.
• Coordinate and monitor service requests, dispatching verified technicians and service providers (plumbing, HVAC, electrical, etc.) to clients.
• Ensure smooth onboarding, training, and performance management of service providers/vendors.
• Oversee website administration, updates, and user experience management to ensure platform efficiency and reliability.
• Develop and implement operational processes to optimize order fulfillment, service delivery, and customer satisfaction.
• Collaborate with the IT team and vendors to resolve technical issues and enhance platform functionality.
• Monitor KPIs such as order completion rate, turnaround time, customer satisfaction, and vendor performance.
• Manage client escalations and ensure timely resolution of service-related complaints.
• Work closely with Marketing to design and implement customer acquisition and retention strategies.
• Provide regular operational reports and insights to management on service trends and platform performance.
• Drive continuous process improvement and innovation in the delivery of facility management services through the platform.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Computer Science, or related field.
• Minimum of 5 years of experience in e-commerce marketplace operations 
• Strong knowledge of website/platform administration and management.
• Proven experience in service delivery management, vendor coordination, or facility management operations.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills with the ability to manage multiple stakeholders.
• Tech-savvy with familiarity in online service platforms, CRM tools, and reporting dashboards.
• Ability to work in a fast-paced environment and deliver results.
• Good knowledge of MS Office applications