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Service Delivery Manager

hace 2 meses

Monterrey, Nuevo León, México C.H. Robinson A tiempo completo

Job Summary

The Manager Service Delivery is responsible for the execution of C.H. Robinson's Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. This includes responsibility for Service Delivery Excellence & Customer Satisfaction, Personnel Development and Management and Service Delivery "Operational Excellence" via Continuous Improvement approach.

Key Responsibilities

  • Drive consistent execution that meets Service Delivery requirements and expectations
  • Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
  • Utilization of continuous improvement methodology in management of KPIs for the service delivery team
  • Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
  • Key customer contact for Service Delivery (Operational) needs
  • Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership

  • Lead and mentor direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
  • Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
  • Ensure service delivery team has resources required to execute day-to-day operations
  • Coordinate schedules to ensure proper account coverage