COCHRANE VENTILATION

Service Delivery Manager

POSITION SUMMARY

Cochrane Ventilation is a family-owned commercial hood cleaning company serving New England for the last 76 years. Our mission is to create healthier and safer building environments for our customers. We are committed to a high-performing culture rooted in our core values: People and Safety First, Customer Focused, One Team, and Act with Integrity. We are seeking a Service Delivery Manager that aligns with these principles to join our growing organization. The Service Delivery Manager is a high-impact leadership role responsible for the day-to-day quality, consistency, and performance of the field teams across all shifts. Reporting to the Director of Operations, this role must lead technicians, drive performance, and keep operations running clean and efficient every day. This isn't a sit-behind-the-desk management job. You'll have real influence on the team, the culture, and how the department performs day-to-day. This role develops and manages Shift Managers, trains and evaluates Field Technicians, and maintains a visible on-site presence to ensure jobs are completed safely, correctly, and to company standard. The Service Delivery Manager is the primary link between frontline execution and operations leadership, translating our mission into consistent day-to-day delivery.

KEY RESPONSIBILITIES

Leadership Development & Training

• Day-to-day leadership of the service team.
• Design and deliver leadership development training for Shift Managers, covering supervision, communication, delegation, general management, and decision-making.
• Mentor Shift Managers one-on-one to strengthen their leadership skills and build a bench of potential Shift Managers ready for future advancement. Performance Management
• Own performance management for Shift Managers and Field Technicians, including goal-setting, coaching, and documented evaluations.
• Identify underperformance early and partner with HR on corrective action or performance improvement plans.
• Recognize and advocate for high performers, including input on advancement and pay decisions. Field Technician Training
• Deliver hands-on, in-the-field training to Field Technicians on procedures, tools, equipment, and safety protocols.
• Confirm technicians hold required certifications/qualifications and close skill gaps through targeted coaching.
• Audit new hire onboarding and training documentation to ensure compliance. Shift Operations & On-Site Presence
• Run shift meetings to communicate priorities, safety updates, schedule changes, and performance expectations.
• Provide onsite operational oversight across all shifts, providing real-time support and acting as the point of escalation for field issues.
• Ensure smooth handoff and consistent procedures between shifts. Quality Control
• Conduct quality control audits on completed jobs to confirm work meets company, customer, and safety standards.
• Track quality and rework metrics, identify recurring issues, and drive corrective action with Shift Managers.
• Report quality trends and outcomes to the Operations Director. New Hire Oversight
• Oversee onboarding and orientation for new Shift Managers and Field Technicians.
• Assign trainers/mentors, monitor progress through the probationary period, and sign off on new hire readiness.
• Participate in interviewing and hiring decisions for shift management and field technician roles. Additional Responsibilities
• Partner with the Operations Director on staffing levels, scheduling, and shift coverage to meet service demand.
• Compile and report daily/weekly KPIs — productivity, quality, safety, and customer satisfaction — to the Operations Director.
• Resolve escalated customer complaints and service issues in the field, ensuring timely resolution and high customer satisfaction..
• Ensure compliance with safety regulations, company policy, and applicable regulatory/licensing requirements.
• Oversee proper use, maintenance, and inventory of company tools, vehicles, and equipment.
• Investigate and document incidents, near-misses, and safety concerns; recommend preventive action.
• Support labor cost and overtime management within area of responsibility.
• Drive process optimization by collaborating with field shift managers to refine SOPs for increased efficiency and safety.

QUALIFICATIONS

• 5-7 years of supervisory or field service leadership experience; multi-shift experience preferred.
• Demonstrated ability to mentor, train, and manage performance shift manager and field technicians.
• Strong communication, organization, and problem-solving skills; comfortable making decisions on the fly.
• Must work flexible and varied hours, including on the overnight shift, to maintain presence across all shifts, and to travel between job sites.
• Valid driver's license and clean driving record.
• High school diploma or equivalent required; Bachelor's degree.

Pay:

$110,000.00 - $120,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Education:

Bachelor's (Preferred)

Experience:

supervisory: 5 years (Required)

License/Certification:

Driver's license (Required) Ability to

Commute:

Wilmington, MA 01887 (Required)

Work Location:

In person