POSITION SUMMARY
The Manager Service Delivery is responsible for the execution of TMC’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.

DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Business Strategy:
- 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. Examples of but not limited to PTO, meals, breaks
- Maintaining and utilizing Account Specific Onboarding for new team members
- Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS
Required:
- Bachelor’s degree from an accredited college or university
- A blend of education and work experience may be considered
- Minimum 5 years of experience in operations and/or customer/client service facing role
- Minimum 2 years of leading and managing teams
- Ability to travel up to 10% (domestically and international)

Preferred:
- Master’s degree in logistics or Supply Chain major
- Experience executing businesses through Standard Practices and Operational Excellence methodologies
- Advanced proficiency in Microsoft Office Suite of programs
- Strong problem-solving and conflict resolution skills
- Ability to adapt and lead in a fast-paced environment
- Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
- Strong business acumen
- Ability to develop strong working relationships, both internally and externally
- High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
- Ability to work collaboratively within the business setting
- Values a diverse and inclusive work environment