FM Service Delivery Manager

Alpha Mead Group is a Total Real Estate Solutions Company established to provide robust business support services to local and international Real Estate investors or owners with interests in Facilities Management, Real Estate Development and Advisory, Security Systems and Technologies, Training, Healthcare Management and Real Estate Financing Services.

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.

• 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 of website/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

Key Skills

• Operations Management
• Vendor/Partner Management
• Website Administration & E-commerce Platform Management
• Customer Experience Management
• Data Analysis & Reporting
• Problem-Solving & Critical Thinking
• Leadership & Team Coordination

This is a unique opportunity to drive positive change and make a lasting impact. Join us now and be part of our mission to shape unforgettable customer experiences!

Note: Only shortlisted candidates will be contacted for further steps in the selection process.