Service Delivery Manager 11:00AM -8:00PM

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30 years of success in the industry.

The Service Delivery Manager I is responsible for all aspects of the contracted site services in Mail Operations and the on-site TMG team at Dallas Infomart that is 24-hour. In order to achieve these objectives, the SDM is expected to: achieve financial results, enhance customer satisfaction, and increase employee engagement.

Operational Management:
-Oversee the end-to-end mail delivery process, ensuring timeliness, accuracy, and compliance with company and industry standards.
-Manage incoming and outgoing mail, packages, and courier services, optimizing workflows for efficiency. -Ensure adherence to safety, security, and privacy regulations for handling sensitive documents or packages.
-Monitor daily operations and resolve any issues or escalations promptly.
Team Leadership:
-Lead, train, and develop mail services staff to maintain high performance levels and adherence to processes.
-Conduct regular performance reviews and provide feedback to team members.
-Foster a collaborative, motivated team environment that aligns with organizational goals.
Client and Stakeholder Communication:
-Act as the primary point of contact for clients, addressing concerns and ensuring service satisfaction.
-Coordinate with vendors, couriers, and facility management to resolve logistical issues and maintain partnerships.
-Communicate with internal departments to align mail services with broader organizational needs.
Process Improvement:
-Identify opportunities to streamline workflows, reduce costs, and enhance service delivery.
-Develop and implement standard operating procedures (SOPs) and best practices for mail handling.
-Monitor performance metrics and KPIs to measure efficiency and success.
Compliance and Risk Management:
-Ensure compliance with organizational policies, as well as legal and regulatory requirements.
-Implement and oversee security measures to safeguard packages and sensitive information.
Reporting and Documentation:
-Maintain records of mail delivery activities, equipment usage, and employee performance.
-Generate regular reports on service performance and operational metrics for senior management.
Resource and Budget Management:
-Manage resources, including mailroom equipment, supplies, and staff schedules.
-Track expenditures and work within budget constraints to ensure cost efficiency.
Crisis Management
-Handle disruptions (e.g., lost or delayed mail, equipment malfunctions) by implementing contingency plans and minimizing impact on service delivery.

Qualifications:

• Undergraduate degree preferred·
• Proven leadership experience required; minimum 2 years managing at least 5 employees·
• Experience in Mail Services preferred.
• Management experience in multi-service environment·
• Effective customer relationship building skills·
• Effective written and verbal communication skills; proven analytical skills·
• Excellent planning, prioritization and organizational skills·
• Proven experience in high volume/fast paced environment·
• Ability to resolve issues without management supervision required·
• Proven experience in achieving financial goals related to revenue and profitability managing a monthly revenue·
• Computer proficiency in email environments, MS Word/Excel or similar program

WATCH Where Service Matters:

Salary : $60,000 - $64,000