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 ofwebsite/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
Application Link: https://jobs.smartrecruiters.com/AlphaMeadGroup/744000078753895-fm-service-delivery-manager
Job Type: Full-time
Pay: ₦250,000.00 - ₦350,000.00 per month