Responsible for providing industry-leading service while meeting the quality and KPI expectations of Arvato customers. Responsible for managing assigned programs in support of business objectives to ensure client satisfaction with products and services. This responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks. The Service Delivery Manager will have overall responsibility for the program as subject matter expert.
Overall Responsibilities:
Leading a Service Delivery Team to meet client expectations and needs below.Nurturing high-end clientele to ensure all business processes across multiple business lines are processed and addressed within established service levels.Responsible for day-to-day business and support appropriate team(s) for execution.Participation and administration of special projects with client and internal organization.Follow ISO processes.Manages any inquiries, issues and improvements for supported programs.Work with client’s and Arvato owned tools and websites.Answer customer inquiries about order status scenarios and troubleshoot technical issues.Identify emerging issues and trending problems for solutions and drive solution to resolution.Keeps abreast of program changes, informational updates and responsible for updating team members on all changes.Monitor status and volumes for all business lines to ensure all service levels are met as established by the company and client.Manage implementation of change requests.Responsible for coordination of testing for new projects or change requests, including participating in testing.Coordinate with global teams for supporting all service delivery aspects of businesses, including back up scenarios to other locations.Complies with company set procedures.Supports account’s specific programs.Responsible for developing and streamlining procedures across area of focus.Support Account Managers to ensure all clients requirements, requests and SLAs are met consistently.Job duties listed may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.YOUR PROFILEBachelor’s degree or equivalent work experience.3+ years managerial experience within account or service delivery teams.5+ years of Microsoft Word, Excel, e-mail..3+ years’ experience in supply chain management.Ability to effectively communicate and work with professionals in other departments and customers, which may lead to independent decision making.Independent worker, a self-starter, detail oriented, analytical and have ability to handle multiple projects simultaneously.Customer focused and results oriented.Excellent organizational skills and follow through discipline.Excellent written and oral communication skills in English and preferably a second language.Excellent comprehension skills.Problem solving skills.Working experience with ERP systems such as SAP preferred.Affinity with eCommerce and the internet.Demonstrate expertise in business lines acting as knowledge resource for other team members.Supports service delivery team with edge case scenarios and troubleshooting.Identify emerging issues and trending problems for solution.Delegation of low value creating activities to appropriate team members.Identifying current trends and taking appropriate action to address trends with account owners and/or client.Identifying and stimulating customer requirements (e.g. product details) within the framework of existing customer relationships.
WE OFFER
Medical, Dental, Vision, Life Insurance, and Disability Pay.
401(k) with company matching up to 6%.
Paid Time Off, including paid holidays.
Flexible Spending Accounts.
Voluntary benefits such as legal and financial assistance, pet insurance, and more.
Employee Assistance Program.
Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.
Commuter benefits.
Employee engagement activities.