Overview
The Senior Manager, Projects & Service Delivery (Sr. SDM) provides end-to-end ownership of multiple customer accounts with a heavy focus on national retail rollouts (POS, back-of-house networking, cable infrastructure/management, and mounting). This leader ensures onsite services are delivered to scope, on time, and profitably—meeting SLAs, CSAT targets, and margin goals—while directing a team of Sr. PMO Tower Coordinators and orchestrating local field resources. The Sr. SDM is accountable for P&L, billing approval, work-scope/template integrity, and the accuracy of the delivery knowledgebase. They serve as the primary customer owner and a key liaison to internal Operations, Finance, and Field Services.
Key Responsibilities
Account & Service Ownership
Act as overall owner and escalation point for assigned accounts; drive CSAT through proactive communication, cadence calls, QBRs, and executive updates.
Ensure compliance with MSAs/SOWs, SLA attainment, margin targets, and contractual deliverables across multi-site/nationwide programs.
Track and report KPIs; surface risks/opportunities with clear mitigation and recovery plans.
People Leadership & Delegation
Lead and coach Sr. PMO Tower Coordinators; delegate day-to-day tasks, set priorities, and enforce delivery standards, playbooks, and SLAs.
Foster a culture of accountability, continuous improvement, and safety/quality across internal teams and field partners.
Financial Management
Full P&L responsibility for assigned accounts: forecast revenue, manage costs, protect margins, and drive profitable growth.
Review and approve billing; ensure pricing, labor, materials, and change orders are accurate and timely.
Partner with Finance on invoicing cadence, collections support, and revenue recognition.
Implementation & Rollouts
Participate in new account and project implementations (discovery, mobilization, cutover planning) and ensure a controlled handoff to steady-state operations.
Build scalable rollout plans leveraging affordable local resources and standardized deployment kits/runbooks.
Process, Scope, and Knowledgebase Ownership
Maintain work scope and template accuracy (SOW templates, task lists, BOMs, acceptance criteria).
Own/coordinate the knowledgebase for delivery (playbooks, checklists, site guides, KB articles) ensuring version control and accessibility.
Champion process improvements to streamline dispatch, scheduling, change control, and issue escalation.
Client Development & Strategy
Identify revenue opportunities and partner with solutions/pre-sales on proposals and renewals.
Contribute to strategic planning for capacity, tooling, and partner network expansion.
Tools & Reporting
Use CRM (e.g., Salesforce), project tools, and productivity suites (e.g., Excel) to monitor portfolios, analyze performance, and present findings to stakeholders including C-level executives.
#EES25
Qualifications
Experience & Education
7+ years in Project/Service Delivery, Field Services, or Account Management; 3+ years leading teams in multi-site technology rollouts (retail strongly preferred).
Demonstrated P&L ownership and billing/invoicing approval experience.
Bachelor’s in Business, IT/Project Management, or related field (or equivalent experience).
PMP or comparable certification and familiarity with Agile/Scrum preferred.
Skills & Competencies
Exceptional customer communication and executive presence; skilled at running QBRs and escalations.
Strong financial acumen (forecasting, margin management, change orders).
Proven leadership, delegation, and coaching of coordinators/schedulers/project analysts.
Advanced problem-solving and conflict resolution; calm under pressure.
Highly organized; adept with CRM, Excel, and project reporting.
