What are the responsibilities and job description for the Service Delivery Manager position at Arvato?
We’re on it! Arvato offers you one of the most dynamic work environments you can imagine. We are growing, innovating and we solve the challenges of our clients around the world every day. How do we do it? With our global team of 17,000 colleagues at 87 locations in over 17 countries and our special spirit: We're on it! As a strategic growth partner for our clients, we use cloud-based e-commerce and IT platforms as well as state-of-the-art automation technology to realize complex, global supply chain solutions. 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
YOUR TASKS
- Lead, hire, train and evaluate a team of Client Service 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 invoicing and 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.
- 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.
- Strong analytical skills.
- Must be assertive, analytical and able to establish priorities.
- Customer Service Management/Account Management experience working in a Supply Chain environment.
- Advanced Excel skill preferred.
- Good working knowledge of SAP preferred.
- 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.
