Services Delivery Manager

Key Responsibilities: 

• Oversee the maintenance, administration, and continuous improvement of the Managed Services department, including tools and processes.

• Ensure the efficient delivery of Managed Services to customers, adhering to high standards of service.

• Serve as the primary point of contact for customers, managing all aspects of service delivery and customer communication.

• Lead the department to consistently meet or exceed Service Level Agreement (SLA) metrics.

• Develop and implement strategic plans to drive growth and maturity of the Managed Services department.

Qualifications:

• Minimum 5 years of experience as a Services Delivery Manager within an enterprise software company or related field.

• At least 5 years of experience managing a Project Management Office (PMO), Services Organization, or equivalent, with a focus on elevating service delivery capabilities.

• Strong project management expertise, supported by certifications such as PMI, PRINCE2, or equivalent.

• Highly self-motivated, detail-oriented, and able to operate effectively in a fast-paced environment.

• Strong analytical and problem-solving skills, with the ability to prioritize tasks in high-pressure situations.

• Excellent customer service skills, with a focus on maintaining strong client relationships. 

Knowledge, Skills, and Abilities:

• Experience in the maritime or logistics industry is highly advantageous.

• Familiarity with N4 Terminal Operating System (TOS) is a significant asset.

• Proven ability to work effectively in a team-oriented, collaborative environment, including working within distributed and virtual teams.

• Demonstrates professionalism, a strong work ethic, and a positive attitude.

• Outstanding verbal and written communication skills.

• Exceptional organizational and multitasking abilities.

• Commitment to delivering high-quality customer service and ensuring timely follow-up.

• A track record of meeting deadlines and maintaining a high standard of performance.

• Multilingual capabilities are a plus. 

This position is ideal for a highly motivated individual who thrives in a dynamic, customer-facing role and is eager to drive the growth and success of the Managed Services department.