Service & Delivery Manager

We are seeking a motivated and results-driven Service and Delivery Manager to oversee the end-to-end service delivery process for our Trade Management staffing business unit. In this pivotal role, you will be responsible for ensuring high fill rates, minimizing replacement rates, and driving customer retention, all while fostering growth through exceptional service.

Compensation: $100k-$105k commission

Schedule: Travel up 50% of the time. Home base will be in an existing Trade Management branch.

How You’ll Do It  

The Service & Delivery Manager will be responsible for leading and managing the end-to-end service delivery for our Trade Management staffing business unit. This role focuses on achieving high fill rates, minimizing replacement rates, driving customer retention, and fostering growth through exceptional service. The ideal candidate will possess strong analytical skills, a strategic mindset, and a passion for developing and maintaining high-performing teams. Direct branch sales objectives by utilizing selling methodologies, develop pricing models/proposals, and develop customer service models.

• Achieve a 90% or above fill rate: Ensure a high fill rate by strategically managing the recruitment process, utilize innovative sourcing techniques to attract top talent, leverage a network of talented individuals to meet staffing needs.
• Maintain less than 5% replacement rate: Implement rigorous screening and selection processes to ensure quality hires, provide ongoing training and development to enhance employee performance, regularly assess employee performance through various methods, including performance appraisals, feedback sessions, and performance metrics.
• Drive sequential growth in redeployment rate: Develop and execute strategic plans to increase redeployment rates, foster strong relationships with clients and candidates to facilitate repeat placements, set and achieve a 2-year target for redeployment rates exceeding 50%.
• Achieve 90% customer retention: Build and maintain strong relationships with key clients, deliver exceptional service and address customer needs with urgency, implement proactive strategies to retain and grow customer accounts.
• Drive 5% growth with customers through service: Identify opportunities for growth within existing accounts, develop and execute strategies to expand service offerings, collaborate with sales and account management teams to drive customer growth.
• Guide Service & Delivery Team: Hiring, training & development of Recruiters and Account Managers, weekly 1/1’s with direct reports, driving productivity of individual contributors at/above minimum expectations.
• Strategic Champion
• Aligns all actions/activities to PLG strategic pillars and is a champion of Operational & Service Excellence in the division.

What You’ll Bring 

This is an experienced hire role, and you’ll need to bring 7-10 years of experience in staffing, particularly within the skilled trades segment.

• Bachelor’s degree in business, human resources or related field.
• Minimum 5 years of people leadership with a track record of growing and building success in others.
• Proven track record of success in service delivery and customer retention.
• Strong written and verbal communication skills.
• Proficiency in MS Excel, PowerPoint and Avionte.
• Network with industry professionals to enhance recruitment efforts.
• Background in data analysis and reporting.
• Create and execute strategic plans that align with business goals.

The Benefits: 

We take care of our team and provide great benefits: 

• Responsible Time Off (Unlimited PTO program)
• Competitive Health Benefits
• Career Journey planning and employee recognition
• Culture is important to us and there are numerous options to get involved and collaborate, including giving back to our local communities, staying fit, joining our cultural networks, and having fun and celebrating together! 

The Company: Peoplelink has been a cutting-edge leader in the staffing industry, placing more than 14,000 employees on job assignments each and every day. Your contributions, both big and small will be valued, recognized, and rewarded at every step along our exciting journey. Our team is passionate about growth, innovation, and collaboration. We are constantly striving to improve and better ourselves so that we can better support our customers. 

Physical Requirements: To successfully perform the duties of this job, the staff associate is required to have the ability and skills sufficient to communicate and visit other offices, prospects and clients. In addition, the staff associate must have the ability to stand, walk, stoop, kneel, crouch and manipulate light to medium weights of 10 - 50 pounds. Requires good hand/eye coordination, arm/hand/ finger dexterity including the ability to grasp and visual acuity to use a keyboard, operate office equipment and read and write the application information. The staff associate is frequently required to sit, reach with hands and arms, talk and hear. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This person will perform this job under normal office work environment.

Peoplelink, LLC, a leader in the staffing industry for the past 33 years, continues our vision of ‘linking’ communities through employment.  Peoplelink’s dedication to the safety, health & well-being of our associates, clients and communities remains to be a #1 priority. Peoplelink, LLC is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at all levels of the organization. 

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