Job Description

The Manager, Service Delivery is responsible for the execution of TMC’s Service Delivery strategyfor an assigned customer or customer portfolio,in line with customer SLAs and expectations.  This includes responsibility in the following areas:

Service Delivery Excellence & Customer Satisfaction?

Personnel Development and Management

Service Delivery “Operational Excellence” via Continuous Improvement approach.

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

Required Qualifications:

High school diploma or GED

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 Qualifications:

Bachelor’s degree from an accredited college or university preferred

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