Service Delivery Manager - Supply Chain

26 Apr 2021
04 May 2021
Contract Type
Full Time
Our client is a highly successful, global IT company who are looking for Service Delivery Managers to be part of a central team who are responsible for the end-to-end ordering process for all customers. Working alongside the Quoting Specialist and the Sales Operational team you will ensure that all contractual services are delivered in accordance with SLA's and KPI's.
* Be the single point of contact for all customer communication
* Working with the Quoting Specialist to ensure all request for pricing are delivered.
* Coordinate any large global bids within the agreed SLA
* Monitor all KPI's and SLA's and support the Operations Manager to address any service levels concerns.
* Support Account Directors in managing account administration
* Ensure all tracking and business reports are delivered to your customers.
* Work with your customer or vendor to address any process issues or concerns
* Attend regular update calls/meetings with the Account Directors as and when required
* Maintain the ongoing day-to-day relationship with the customer by email, telephone or face-to- face.
* Provide proactive performance reports to you customers
* Using the workflow reports to understand your customers activity trends, consider the resource requirements for all transactional work, and identify automation opportunity
* Identify efficiency improvements
* Working with the project managers and subject matter experts to design and deliver new initiatives and programmes for your customers
* Keep customers fully up-to-date with the status of orders and queries
* Establish productive vendor relationships to ensure quality of service to customers
* Understand and communicate any special orders or delivery requirements
* Providing an outstanding level of customer service
* Establish strong & mutually respectful relationships with internal departments
Skills and Experience:
* General knowledge of MS Office applications, Word, Excel, Outlook, Power point
* Experience of using ERP systems
* Be able to review minimum profitability requirements on a transaction level
* Be able to calculate percentages and margins.
* Basic understanding of the sales environment
* Good written and verbal communication essential
* Highly organised with high attention to detail and accuracy
* Adaptable to change
* Strong key relationship-building skills
* Confident and clear telephone manner
* Ability to work both individually and as part of a team

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