SLM - Consulting SME (24101)

Job Title: Service Line Manager Reports To: Service Line Director Location: Hybrid with Required Travel, Within an approved employment state FLSA Classification: Salary, Exempt, Full time Position Summary The Service Line Manager is responsible for overseeing the day today operational performance of assigned affordable housing programs (HCV, LIHTC, PIH, SEMAP, HQS, NSPIRE) while supporting team leadership, client relationships, and financial oversight. This role manages Project Managers, ensuring consistent delivery of quality, compliance with HUD and affordable housing regulations, and adherence to established workflows and performance standards. The Service Line Manager monitors project health, resolves operational issues, maintains administrative accuracy, has attention to detail, the ability to adapt quickly, and partners closely with Finance and Service Line Leadership on reporting and resource planning. This role also plays a key role in strengthening client trust, supporting portfolio stability, driving process improvements that enhance efficiency and service excellence, enforces financial and operational discipline, safeguards audit readiness, and represents the firm in high visibility, and politically sensitive environments. Key Responsibilities Financial & Operational Oversight Support forecasting of revenue, staffing, and capacity needs for assigned contracts. Monitor budget adherence, labor utilization, and scope alignment. Ensure accurate pricing application, timesheet completion, and allocation review. Identify and mitigate margin risks. Partner with Finance on routine reporting and budget tracking. Delivery Management Oversee Project Managers performance of assigned projects to ensure timelines, quality, and contractual requirements are met. Ensure Project Managers follow standardized workflows and compliance practices. Review project health dashboards and assist in resolving delivery or operational challenges. Support audit readiness by maintaining proper documentation and adherence to internal controls. Client Relationship Support Serve as primary point of contact for operational level client communications. Build and maintain positive working relationships with client managers and supervisors. Support contract stability by identifying service concerns early and coordinating solutions. Elevate high impact client issues or risks to the Service Line Director as appropriate. Serve as senior representative in executive and Board level settings Lead data supported client communication built on transparency, trust, and operational predictability. Provide strong presentation, facilitation, and engagement skills with the ability to confidently communicate complex information, while representing the company professionally. Team Leadership & Development Manage and coach Project Managers to meet service delivery expectations. Conduct performance reviews and provide guidance for continuous improvement. Address routine performance issues and partner with leadership on escalated concerns. Support staffing coordination, workload balancing, and team scheduling. Assist in onboarding and training of new team members. Administrative Responsibilities Maintain accurate service line documentation, reports, and compliance records. Oversee contract related administrative tasks including contracts, maintaining budgets, invoicing support, timesheet compliance, and data entry accuracy. Ensure timely submission of internal administrative requirements across the team. Coordinate weekly updates, project status reports, and client deliverables. Process Improvement & Efficiency Identify opportunities to streamline workflows and enhance team productivity. Ensure consistent implementation of standardized processes across projects. Provide recommendations to Service Line Leadership to improve service quality and operational efficiency.