US Service Delivery Manager

Orbia

8h•Onsite

About The Position

Orbia Fluor & Energy Materials is seeking a purpose-driven and growth-minded individual to join their team. The role of Service Delivery Manager is crucial in establishing a customer-centric, proactive, and collaborative service delivery organization for the US chemical operations. This position holds overall leadership, accountability, and day-to-day management of OFEM activities related to supplying customers with the highest quality standards. This includes managing assets, logistics, warehousing, storage, import/export shipping, order management, and customer service. The role will operate across the US region for OFEM and will be a key contributor to business transformation, moving from a traditional large-scale chemicals business to a more agile, purpose-driven, future-fit, and customer-centric organization. Serving a multi-product business with global supply chains and significant regulatory aspects, the role requires general management skills across a broad range of areas. The Service Delivery Manager will be responsible for bringing various teams within the service delivery function together, breaking down barriers, and promoting openness and effective communication. The ultimate goal is to ensure raw materials, products, and services are delivered to external and internal customers to meet their expectations in a safe, compliant, and cost-effective manner, fostering a collaborative environment where the Service Delivery Team operates as one unit to exceed customer expectations and achieve business goals.

Requirements

BS Degree in Supply Chain, Logistics, or Customs import and export.
English proficiency (written and verbal).
Extensive knowledge of customer service operations, logistics, procurement, and supply chain management.
Knowledge of incoterms, shipping, and customs/excise requirements.
Excellent written and verbal communication skills and ability to influence at all levels.
Strong IT skills, including Microsoft Office packages.
Minimum 10 years in a senior supply chain, procurement, or commercial role managing teams of customer service, logistics, and/or commercial team members.
Experience of working in a multi-product business with large turnover and global service delivery/contracts is essential.
Proven experience in supply chain or commercial management.
Strong negotiation skills.
Strong influencing and communication skills.

Nice To Haves

Knowledge of iso-tank operations and shipping/handling of pressurized gases will be a distinct advantage.
SAP or other ERP experience will be a distinct advantage.

Responsibilities

Work closely and proactively with the OFEM Chemicals Global Service Delivery Director to keep abreast of the strategic and operational objectives of the business and translate these into specific targets for the US Service Delivery function.
Demonstrate proactive behaviors and initiative to maximize customer satisfaction, optimize costs, and improve value for the business.
Close collaboration with internal stakeholders to enhance business performance.
Provide day-to-day leadership to the US service delivery and procurement teams specifically in terms of objective setting, priorities, organization, resources, policies, ways of working & systems and procedures.
Ensure that the service delivery function meets all safety, compliance, code of ethics, and internal/external audit requirements.
Work collaboratively and in alignment with Service Delivery Managers across the regions, sharing best practice, providing support, and guidance as needed.
Identify and resolve short- and long-term issues that contribute to poor or average customer service by taking timely and pragmatic action.
Implement necessary change and influence effectively internally and externally as needed to sustain improvements.
Design and adjust the Service Delivery function in an organized and sustained manner, aligning the function with SOX compliance segregation of duties, Internal Audit recommendations, Global Supply Chain Guidelines, and Business definitions.
Set up required structures and processes to deliver results.
Always promote high standards in terms of safety, delivery, and costs.
Promote the professional and personal development of your team members.
Implement required People processes such as selection, objective setting, personal reviews, reward/recognition, and succession planning in a proactive manner and to high standards.
Keep abreast with the latest technology, innovations, and ways of working.
Maintain external networking and sharing of best practice (internal and external) and sustain a continuous improvement culture within the service delivery function.
Align with the Global Service Delivery Team in terms of best practices operating model and tech and software initiatives.