Service Delivery Manager

The Millennium Group•Plano, TX

3d•Onsite

About The Position

The Service Delivery Manager I is responsible for contracted mail operations and on-site TMG teams at two locations: 7105 Corporate Dr., Plano, TX, and 16001 Dallas Parkway, Addison, TX. The manager supports the Team Lead and TMG team and is expected to achieve financial results, enhance customer satisfaction, and increase employee engagement. The role includes overseeing expenses, asset performance, departmental charges, and client chargebacks; maintaining customer relationships and service quality; reporting and resolving service issues; coordinating vendors, deliveries, equipment, and office supplies; and keeping the Operations Manager informed about efficiencies and potential problems. The manager also leads employee hiring, training, coaching, performance feedback, conflict resolution, and resource planning.

Requirements

Proven leadership experience, including at least 2 years 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.
Experience managing in a multi-service environment.
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 in email environments and MS Word/Excel or similar programs.

Nice To Haves

Undergraduate degree preferred.
Experience in Mail Services.
Familiarity with Digital Mail.
Knowledge of Zebra handheld devices.
Pitney Bowes postal machine experience.

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 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 with site visits and site coverage.
Maintain a centralized employee database for mail processing, production reporting, and tracking deliveries and pick-ups.
Recognize employee performance through fair and honest merit evaluations and reward innovation and risk-taking.
Coach and counsel employees, provide timely feedback, and address performance issues with directness and sensitivity.
Resolve staff interpersonal conflicts.
Interview candidates and make fair, equitable hiring decisions that promote workforce diversity while adhering to applicable regulations.
Oversee training and provide development opportunities.
Balance resources to maximize productivity and efficiency.
Perform other duties as assigned.