Milestone Technologies, Inc.

Service Delivery Manager

Job ID
# of Openings
Hire Type
Regular Full-Time
Job Category


The Service Delivery Manager oversees the day to day operations of the team. The SDM ensures that all standards of professionalism and protocol established are being practiced by all Milestone client embedded resources. This person will be in continuous communication with the resources and stakeholders to ensure consistent high quality service is being delivered to the Client. They will perform various administrative tasks as needed. All duties are to be performed in accordance with standard operating procedures.

  • Act as primary business point of contact to manage the business between MILESTONE and our Client Managed relationship with the Account leadership team. Manage a team of supervisors/people managers.
  • Track financial transactions between Service Delivery and the Account(s)
  • Maintain operational level agreement between Service Delivery and the Account(s) as well as plan, requirements and handle issues management
  • Serve as escalation mechanism to assist in contacting the responsible group within Service Delivery to ensure adequate support is provided when an account has an existing or potential problem.
  • Implement policy directives emanating from the Client and assume the overall leadership role in guiding all administrative, fiscal, treatment, counseling, and community oriented program activities 
  • The Service Delivery Manager is also responsible for the following specific areas of the program: client program planning, development, and evaluation, fiscal management, environment, partner with Human Resources & Talent Acquisition.


  • Performs various Human Resources responsibilities including the overview and approval of work schedules to maximize the effectiveness of the department
  • Acts as Project Manager, ensuring all employees are meeting deadlines and goals, meeting with them on a regular basis to track progress and assist/escalate when needed
  • Conducts Quarterly Business Reviews
  • Conducts employee one on ones on a regular cadence
  • Collaborates with Account Manager and Client on all financial aspects
  • Manages all requisitions, from opening the requisition to screening and interviewing candidates and facilitating client meet and greets
  • Conducts quarterly and yearly employee performance reviews
  • Is up to date and well aware of all clauses on SOW drafted between Account Manager and Client Manager
  • Ensures all deliverables are met
  • Creates and tracks KPI’s on measurable deliverables
  • Acts as the client’s main point of contact for all employee related HR and financial issues and concerns
  • Works closely with Client in obtaining feedback for employee reviews


  • Bachelor's degree required.
  • Proficiency in Microsoft Word, Excel, PowerPoint and Microsoft Outlook.
  • At least 2 years of experience in Hospitality Management or 5 five years of equivalent work experience. 
  • Effectively develop and mentor staff and hourly employees to ensure that all departmental standards and goals are understood and met.
  • Ability to thrive in a dynamic fast paced environment.
  • Ability to lead and mentor a team.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Ability to deal effectively with guests, management, employees and outside vendors.
  • Strong decision making ability.
  • Strong organizational skills with attention to detail and quality.
  • Excellent written and verbal communications skills.


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