Service Delivery Manager

The Millennium Group•Plano, TX

12d•Onsite

About The Position

The Service Delivery Manager I is responsible for all aspects of contracted site services in Mail Operations and the on-site TMG teams at 7105 Corporate Dr. in Plano, Texas, and 16001 Dallas Parkway in Addison, Texas. The role supports the Team Lead and TMG team, with a focus on achieving financial results, enhancing customer satisfaction, and increasing employee engagement. The manager oversees financial performance, customer relationships, service quality, operational procedures, vendors, equipment, supplies, delivery tracking, and reporting. The role also leads employee engagement activities, including hiring, training, performance feedback, conflict resolution, and resource planning.

Requirements

Proven leadership experience.
At least 2 years of experience managing at least 5 employees.
At least 2 years of experience in mail operations, including knowledge of service-level agreements for mail delivery, package handling, and distribution.
Effective customer relationship-building skills.
Effective written and verbal communication skills and proven analytical skills.
Excellent planning, prioritization, and organizational skills.
Proven experience in a high-volume environment.
Ability to resolve issues without management supervision.
Proven experience achieving financial goals related to revenue and profitability.
High-level problem-solving skills.
Computer proficiency with email environments and MS Word/Excel or similar programs.

Nice To Haves

Undergraduate degree.
Experience in Mail Services.
Familiarity with Digital Mail.
Knowledge of Zebra handheld devices.
Pitney Bowes postal machine experience.
Management experience in a multi-service environment.

Responsibilities

Manage expenses and analyze asset performance and expenditures.
Review departmental charges and post client chargebacks.
Meet regularly with customer contacts and members of the customer's management team.
Recommend service enhancements based on knowledge of the customer's business strategy.
Review service quality metrics and maximize use of the proprietary Quality Management system.
Collect data for reports and prepare monthly reports.
Maintain, review, and update the site Operations Manual.
Interact with vendors on the client's behalf and maintain vendor relationships.
Ensure priority handling of incoming accountable deliveries, including messenger packages.
Ensure equipment is in good working order and perform key operator maintenance.
Follow through verbally and in writing with client representatives on lost or delayed packages and other service issues.
Maintain inventory and oversee distribution of client office supplies.
Interface with the client contact daily and attend meetings as required.
Keep the Operations Manager informed about operational efficiencies and potential problems.
Assist management peers, conduct site visits, and provide site coverage.
Maintain a centralized employee database for mail processing, production reporting, and tracking deliveries and pick-ups.
Perform other duties as assigned.
Demonstrate ethical conduct and foster an atmosphere of trust and support.
Recognize performance through fair and honest merit evaluation and reward employee innovation and risk-taking.
Coach and counsel employees, provide timely and honest feedback, and address performance issues sensitively and directly.
Resolve interpersonal conflicts among staff.
Interview candidates for open positions and make fair, equitable hiring decisions that promote workforce diversity and comply with applicable regulations.
Oversee training and provide development opportunities.
Balance resources to maximize productivity and efficiency.