DB Group

Service Delivery Manager plans, organizes, controls, and evaluates the activities of his staff by supervising and mentoring as necessary. This responsibility must be carried out in accordance with company data standards and within agreed service level agreement to meet operational business needs.

The position also contributes to the development and implementation of organizational strategies, policies, and practices.

Tasks and Responsibilities:

• Continuously evaluate current ways of working, identify control weaknesses, develop solutions, and implement improvements.
• Maintain Standard Operating Procedures in conjunction with global requirements.
• Ensures all policies and procedures are consistently administered.
• Responsible for meeting key performance indicators targets for a given task/function
• Responsible for hiring, coaching, training, and developing subordinates
• Prepare departmental KPIs/Metrics for forecasts, timely communications, and documentation
• Interact with key stakeholders and engage with monthly business review, customer escalation and resolution management
• Reviewing performance and evaluating individual and team results, setting up goals, objectives and targets and evaluating the performance in line with service and performance management framework of Schenker Global Business Services 
• Conducting workforce demand management (including attrition/retention management of allocated staff)
• Performs all other job-related duties as requested.

• Bachelor’s degree graduate, preferably Accountancy or Business related course. CPA has an advantage.
• Highly detail oriented and organized in work
• Very good experience in quality management as well as business continuity management (including management of risks and incidents)
• Good understanding of process management as well as service and process-related performance measurement
• Proven leadership skills, with the ability to develop people and act as a role model and coach
• Ability to act and operate independently with minimal daily direction from manager to accomplish objectives
• Excellent interpersonal, communication and problem-solving skills
• In-depth end-to-end process knowledge of the processes
• Outstanding customer service orientation and stakeholder management skills
• Excellent analytical skills and very strong continuous improvement skills
• Strong and strategic business understanding and an excellent ability to understand and manage complex situations in a fast-paced environment
• Previous working experience preferably in large/global organization
• Advanced understanding of MS Office and how to utilize the different functionality 
• Self-motivational and ability to inspire others i.e. confidence and initiative