Service Delivery Manager

AIT Worldwide Logistics•Union City, GA

13h

About The Position

Join us at AIT, where we believe every day presents an opportunity to make a global impact! We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction. Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT.  Find out what our people deliver.® means when you come move the world with us!  Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey. Overview The Service Delivery Manager (SDM) on a day-to-day basis will lead and optimize end‑to‑end import service operations for high‑value, time‑critical technology shipments entering the United States and Mexico ensuring on time delivery. As a central member of our Technology Vertical and Cloud Operations team, this role ensures flawless execution, strict compliance, and a premium customer experience for enterprise cloud infrastructure clients. The SDM serves as the operational owner for performance, customer satisfaction, and continuous improvement across complex logistics flows. This includes close coordination with global customer solutions, air operations, trucking networks, security teams, and field operations/logistics partners to deliver best‑in‑class outcomes for enterprise technology customers.

Requirements

Bachelor's Degree in Supply Chain Management, Logistics, Business Administration, or a related field (required)
7+ years experience in service delivery, logistics operations, supply chain, or related fields (required)
Work experience with coordinating across global customer solutions, air operations, trucking networks, security teams, and field logistics partners (required)
Cargowise High
Familiarity with customs processes, security protocols, and chain of custody requirements High
Ability to manage complex, time critical operations with multiple stakeholders. Medium
Must have strong communication, problem solving, and customer facing skills. Medium
Govern SOPs, SLAs, and KPIs across booking, handling, airport operations, and final mile. High
MS Word, MS Excel, MS PowerPoint Medium

Nice To Haves

Work experience in import operations, international logistics, or cross border transportation United States and Mexico (preferred)

Responsibilities

Manage security compliance in alignment with product type, value, mode.
Lead lane risk assessments, incident management, CAPA root-cause analysis, and preventive controls (e.g., GPS/IoT tracking, seal integrity, tamper-evident measures).
Proactively identify service risks and develop plans to mitigate
Develop capacity playbooks for peak launch events (e.g., data center builds etc.)
Lead cross-functional process improvement initiatives (e.g. final-mile to WG handoff)
Standardize processes for server rack & high-value component movements.
Drive continuous improvement efforts in the areas of data completeness and accuracy, customer visibility, and capacity expansion.
Maintain shipment visibility using TMS / WMS, carrier portals, ensure milestone integrity and exception management.
Management KPI dashboards, charter OTD cycle time, data quality, exceptions etc.
Drive data quality improvement efforts
Act as the single-point-of-contact (SPOC) for enterprise clients in the Technology vertical, driving proactive communication.
Align service delivery to customer operation schedules (rack build timelines, data center go-live dates).
Translate customer business goals into service roadmaps; prioritize critical requirements and escalations
Coordinate with AITs airfreight product, field operations, and warehouse teams globally to meet cut-offs, uplift windows, and service standards.
Provides guidance and leadership to stations for daily activities and assigned projects or tasks
Performs other duties as assigned
Complies with all policies and standards