Service Delivery Manager oversees a variety of order processing functions, ranging from supervising a team of service delivery specialists to maintaining positive relations with parcel carriers and monitoring inventories.

• Ensure customer orders are properly received, processed and delivered in a timely manner
• Safeguards order fulfillment operations and contents by establishing and monitoring security procedures and protocols.
• Controls inventory levels by conducting physical counts; reconciling with inventory system.
• Maintains physical condition of workspace by inspecting equipment; issuing work orders for repair and requisitions for replacement.
• Completes operational requirements by scheduling and assigning employees; following up on work results.
• Maintains staff by recruiting, selecting, orienting, and training employees.
• Manages fulfillment staff and monitor quality assurance for best customer experience
• Maintains staff job results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising job results.
• Contributes to team effort by accomplishing related results as needed.

Job Description

The Service Delivery Manager directs and manages the Order Fulfillment operations and specifically the Service Delivery Specialists’ activities. The Manager is responsible for serving as the operational reference for the function as well as the development and maintenance of the standard operating procedures and work instructions for the order fulfilment function.

The Manager is responsible for the function performance across the service delivery order fulfillment team and for related continuous improvement identification and progress. The Service Delivery Manager will coordinate and liaise with the other cross functional Manager to ensure the timely order process, to meet the needs of the Company.

The Manager is also responsible for team performance on key performance indicators and staff management, development, support and coaching of Service Delivery Specialists. This position reports to the Director of Service Delivery

Key Roles / Responsibilities

• Support the Director of Service Delivery to implement strategy and objectives to provide quality and timely service to customers.
• Actively pursue and collaborate in tactical and strategic initiatives to create greater effectiveness and efficiency for order fulfillment operations.
• Oversee teams’ performance, including customer order turnaround time.
• Serve as a resource on product technical issues and Order Fulfilment process matters.
• Responsible for quality assurance review of customer order fulfillment for a better customer experience. 
• Manage the Order Fulfilment team members to make sure uniform processes are in place throughout the department.
• Monitor the prompt contribution from an Order Fulfilment perspective, Order-related complaints and incidents in collaboration with Customer Experience and Account Management Teams.
• Track new incoming orders and assure tasks are assigned to Service Delivery Specialists.
• Oversee order fulfilment management and issue resolutions.
• Provide regular progress and status reports to the Director of Service Delivery.
• Oversee the preparation of all order fulfilment status reports and serve as the lead for operational reviews.
• Coordinate inputs for the development of quarterly performance reports.
• Manage staff and team performance (including external and internal KPIs), and periodically evaluate the performance of individual staff.
• Collaborate and/or liaise with other units and departments as necessary to ensure information, documentation and communication is provided and maintained.
• Work in collaboration with the Training and Quality Assurance Team to develop and maintain an on-boarding training program and regular refresher training for team and new hires on processes (updated) and procedures.
• Perform additional duties as necessary to increase team capacity and maintain performance, working with senior staff; and other duties as directed by the Director of Service Delivery.

Minimum Qualifications

• Bachelor’s Degree preferred
• 5 years of management / supervisory experience
• Experience with Salesforce, Navision, Google and Microsoft applications
• Experience managing multiple service delivery functional areas including order fulfillment.
• Fluency in American Sign Language a plus

Work Environment:

Work is performed in a business office environment. Travel to company, customer and vendor sites, including some that are out of state will be required.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor’s instructions and to perform the tasks requested by their supervisors.