Service Delivery Manager

About E78

E78 is a leading provider of finance, accounting and technology solutions for middle-market businesses and financial sponsors. Our team delivers platinum-level advisory, talent, and managed services that address the critical finance, technology, and transformation challenges faced by corporate leaders and private equity sponsors across the middle market through the Fortune 500.

For the sixth consecutive year, E78 has made the Inc. 5000 list, at No. 734 in 2024, which includes a three-year revenue growth of 655%

We are a community of results-driven gamechangers, and our passion drives us to achieve success through meaningful work and inspires us to make a lasting impact.

E78 is headquartered in Oak Brook, IL with offices around the country. Come join our growing team!

A few reasons why 450+ professionals are thriving at E78:

• Career advancement opportunities
• Flexible Paid Time Off (PTO) - Which includes traditional vacation time and sick leave
• Industry leading maternity benefits, which also includes Parental Leave
• Bonus eligibility
• For every dollar contributed E78 will match up to 4%
• Highly competitive salaries
• 10 Company Paid Holidays
• Opportunity for professional growth
• Blue chip client logos to partner with
• A culture of support and inclusion that fosters collaboration and diversity
• World-class leadership committed to your development
• Extensive career experience - E78 employees work alongside mid-late career professionals with vast skillsets and expertise in their respective fields.
• Consistent team - Working with a single point of contact ensures a dependable team that is familiar with your business needs.
• Partnership alignment with goals - E78 prioritizes understanding and aligning with your goals to ensure success.
• Access to expert resources - E78 provides access to a robust partner ecosystem within the NetSuite ecosystem for consulting and support during implementations and beyond.

Position Summary

The Service Delivery Manager will report to the Wireless Operational Team Lead and play a pivotal role in managing service delivery for assigned customer accounts. This role involves working closely with customers and vendors to ensure seamless implementation, ongoing service management, and continuous improvement in wireless expense management (WEM).

This position offers an excellent opportunity for individuals passionate about customer service, process optimization, and technology-driven service delivery within the mobile and telecom expense management space.

Key Responsibilities

Onboard new customers into the expense management platform, leading recurring wireless status meetings, overseeing approved telecom carrier changes, tracking cost savings, disputing unapproved changes, and facilitating monthly or quarterly customer business reviews.

Primary Responsibilities

• Serve as the first point of contact for customer inquiries and service requests.
• Manage and execute client-specific tasks as outlined in the scope of work or contract.
• Handle and track telecom carrier disputes, ensuring resolution and accuracy of customer MACD (Move, Add, Change, Delete) requests.
• Oversee the tracking and delivery of mobile recommendations and monthly stewardship reports for assigned customers.
• Build strong client relationships by becoming a trusted advisor and primary point of contact for all wireless service needs.
• Monitor and manage wireless customer contract dates to prevent service disruptions and optimize contract terms.

Required Qualifications

• Bachelor's degree or equivalent work experience
• A minimum of three years of related work experience
• Strong adherence to recurring deliverable schedules and deadlines.
• Ability to provide and receive constructive feedback effectively across multiple communication channels.
• Excellent written and verbal communication skills, with experience in customer and vendor interactions in a professional setting.
• Capability to work in a fast-paced, multi-client environment with a mix of daily, weekly, and monthly tasks.
• Proficiency in Microsoft Office Suite, particularly Excel, with strong data analysis and manipulation skills.
• Experience in wireless expense management.
• Background in enterprise account management or as part of an enterprise account management team.
• The salary range is $55,000 - $70,0000, which includes a base salary and bonus, and will be based on experience.

Preferred Qualifications

Strong analytical, quantitative, and problem-solving skills and the ability to handle complex and large data sets.

Proficient in financial modeling, valuation, and accounting principles and methodologies.

Excellent communication, presentation, and interpersonal skills and the ability to work effectively with clients and team members at all levels.

Proficient in Microsoft Office, especially Excel, PowerPoint, and Word. Experience with financial software, such as Power BI and Adaptive is a plus.

Self-motivated, proactive, and detail-oriented and the ability to work independently and under pressure.

Core Competencies

1. Entrepreneurial focus

2. Business thinking

3. Functional/technical expertise

4. Team player

5. Change agility

6. Organization & planning

7. Drive/energy

E78 is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.