What are the responsibilities and job description for the Service Delivery Manager position at Arvato USA LLC?
As a Service Delivery Manager at Arvato, you will play a critical role in ensuring client satisfaction by overseeing a team responsible for meeting and exceeding Service Level Agreements (SLAs). You will manage the daily operations of your team, ensuring they have the resources necessary to succeed, while also maintaining strong relations with key clients and internal stakeholders.
YOUR TASKS
- Lead, hire, train and evaluate a team of Service Delivery Representatives, ensuring that they are motivated, recognized and coached to deliver high quality service.
- Develop and maintain strong communication and working relationships with clients, acting as the liaison between client expectations and operational output to meet or exceed SLAs.
- Manage the operational reporting for each client, including data gathering for forecasting monthly volumes.
- Establish and maintain well-coordinated internal relationships with key decision makers across the organization in various departments, ensuring alignment on client needs and business goals.
- Review Customer Statements of Work (SOWs), monitor daily activities to ensure SLAs are met, and review weekly scorecards to track performance.
- Continuous involvement and support with departmental process improvements.
- Abide by all company safety and hygiene regulations.
- Follow and maintain 7s Program and guidelines.
- Any additional tasks that may be assigned to ensure an efficient, safe, clean, and goal-oriented work environment
- This job description is not intended to be a comprehensive list of duties and responsibilities, the Company reserves the right to change or modify the job description at any time, with or without notice.
YOUR PROFILE
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- B.A. or B.S. degree or equivalent work experience
- Minimum five years Customer Service Management/Account Management experience
- Must be able to work in demanding, problem solving orientated environment
- Excellent communication skills
- Must be assertive, analytical and able to establish priorities
- Experience managing a team with a successful outcome
- Knowledge of manufacturing environments.
Preferred Qualifications / Skills:
- Customer Service Management/Account Management experience working in a Supply Chain environment
- Advanced Excel skill
- Good working knowledge of SAP preferred
- Strong analytical skills
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.
