Service Delivery Manager

1 week ago

Ottawa, Ontario, Canada Mattamy Homes Full time

Job Title: Service Delivery Manager - Warranty Operations


About Us: Mattamy Homes is a leading homebuilder in Canada and the United States, with over 40 years of experience in creating communities for families.


Salary: $90,000 - $110,000 per year, depending on experience



Job Description

The Service Delivery Manager - Warranty Operations will be responsible for overseeing the daily operations of the Warranty Service Department to ensure that homeowner service requests are fulfilled efficiently and effectively.



Key Responsibilities:

  • Manage the completion of warranty service work, adhering to budget and timelines
  • Collect, review, and schedule 30-day and year-end warranty service requests
  • Respond to and provide immediate resolution to deficiencies, including mediation, arbitration, conciliation inspections, and reports
  • Review repairs completed by warranty service technicians for quality of work and completion as per schedule
  • Ensure trades are scheduled appropriately and expedite work to adhere to warranty service timelines and guidelines
  • Work closely with senior builders and trade partners to report repetitive deficiencies and homeowner concerns
  • Manage warranty service employees through ongoing performance management, development, coaching, and attracting and retaining strong performers
  • Create and maintain relationships with homeowners, dealing professionally with upset/irate customers
  • Manage emergency service requests after closing, including emergency support for model homes and sales offices
  • Responsible for site compounds remaining clean and presentable
  • Participate in Mattamy community events and play an active role in Mattamy University sessions


Requirements

To succeed in this role, you will require:



Education:

  • College/university degree or diploma in business/construction/urban planning/leadership or a combination of post-secondary education and experience


Experience:

  • Demonstrated people leadership experience (minimum 2 years)
  • Five years of experience in a customer service or construction role
  • Carpentry, electrical, plumbing, drywall, and painting experience an asset
  • General knowledge and familiarity with terms of trade contracts and Tarion
  • Customer service-focused with the ability to resolve problems effectively
  • Ability to set priorities, meet deadlines, and manage variable workloads
  • Strong organizational and time management skills with ability to work in a fast-paced work environment
  • Excellent communication skills – both verbal and written
  • Solid problem-solving and decision-making skills
  • Self-motivated with ability to work well both in a team and independently


What We Offer

Mattamy Homes offers a competitive salary, opportunities for career growth and development, and a dynamic work environment.

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