Job Description
Title: Service Delivery Manager
Department: Customer Services
Reports To: Director of Customer Services
Direct Reports: Regional Customer Service Teams
Location: Long Crendon (Hybrid – On-site 3–4 days per week)
Job Purpose
The Regional Service Delivery Manager oversees customer service operations across Europe, India, and APAC, ensuring operational excellence and a consistently positive customer experience. This role manages day-to-day service delivery, ensures alignment with global service standards, drives continuous improvement, and fosters a proactive, high-performance culture, both internally and with customers.
The position combines strategic leadership with a hands‑on approach, leveraging data, communication, and teamwork to enhance service quality, responsiveness, and customer satisfaction across the regions.
Key Responsibilities
Leadership and Team Management
* Lead, motivate, and inspire European, India, and APAC Customer Service teams to deliver exceptional service and meet defined performance targets.
* Foster a culture of accountability, teamwork, and continuous improvement.
* Provide coaching, mentoring, and career development support to team leaders and staff.
* Promote strong internal communication and alignment with global service counterparts to maintain consistency and share best practices.
Service Operations and Performance
* Oversee daily operations to ensure timely responses, order accuracy, and adherence to SLAs and OLAs.
* Monitor key service metrics (e.g., OTIF, first‑touch resolution, CSAT, utilization) and implement improvement plans based on data insights.
* Analyze data to identify performance trends and implement improvements that enhance customer experience and efficiency.
* Provide regular service performance reports and communicate insights to senior management and key stakeholders.
* Collaborate with Finance to ensure billing accuracy, contract compliance, and data integrity across systems.
* Use forecasting and workforce management tools to balance demand and resource allocation.
* Coordinate closely with Sales, Operations, and Logistics to align service delivery with business priorities and customer expectations.
* Ensure accurate pricing, order, and contract data within systems such as Sage X3.
Customer Experience and Continuous Improvement
* Serve as the regional escalation point for service issues, ensuring timely, and professional resolution back to the customer.
* Lead initiatives to improve service culture, reinforcing accountability, empathy, and communication excellence.
* Drive proactive problem‑solving and root cause analysis to prevent recurring service issues.
* Identify and implement process enhancements to improve efficiency, accuracy, and scalability.
* Collect and apply stakeholder feedback to refine workflows, reporting tools, and service standards.
* Partner with Product, Supply Chain, and Commercial teams to ensure seamless customer support and operational readiness.
Training and Knowledge Management
* Develop and maintain comprehensive training programs for onboarding, communication, customer experience, and skill enhancement.
* Oversee the Service Knowledge Management System (SKMS) to ensure content accuracy, relevance, and accessibility.
* Collaborate with global counterparts to standardize training materials and service documentation.
Problem and Incident Management
* Lead the regional problem management process, from issue identification to resolution and prevention.
* Work with Product and Technology teams to manage software‑related incidents, testing, and release readiness.
* Provide analytical insights to improve digital tools and customer experiences.
Key Performance Indicators
* Achievement of SLAs and customer satisfaction targets.
* Efficiency and accuracy of service operations (OTIF, FTR, utilization).
* Timeliness and quality of issue resolution.Engagement and development of team members.
* Accuracy and timeliness of reporting and documentation.
* Compliance with corporate and regulatory standards.
Requirements
Experience and Qualifications
* 7 + years of customer service or service delivery experience, including 5+ years in a leadership role.
* Experience in manufacturing, logistics, or technology environments preferred.
* Proficiency in ERP/CRM systems (e.g., Sage X3, Zendesk) and Microsoft Office.
* Bachelor’s degree or equivalent experience.
Skills and Competencies
* Inspirational, hands‑on leader who motivates through presence, energy, and example.
* Excellent communication, analytical, and problem‑solving abilities.
* Organized and detail‑oriented, with the ability to manage multiple priorities.
* Proficient in Microsoft Office 365 and data analysis tools.
* Resilient, adaptable, and able to perform under pressure.
* Fluent in English; additional European languages (French, German, Spanish, Dutch) are a plus.
Behavioural Attributes
* Positive, approachable, and present leader who inspires confidence and engagement.
* Proactive and results‑driven, with a focus on continuous improvement.
* Collaborative and customer‑oriented mindset.
* Positive, professional, and composed in high‑pressure situations.
Other Requirements
* Based primarily at the Long Crendon office 3–4 days per week.
* Full, clean driving license.
* Willingness to travel as required.
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