Service Delivery Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Supervise the daily operations of global IT Asset Disposition (ITAD) service delivery.

• Ensure exceptional customer service, operational efficiency, and compliance with service-level agreements.

• Coordinate the collection of assets, logistics, processing, data erasure, refurbishment, remarketing, recycling, and reporting.

• Serve as a liaison between customers, operations teams, logistics partners, refurbishment and recycling vendors, and other service providers.

• Manage daily service delivery operations across various regions and facilities.

• Monitor SLA performance, identify potential risks, and implement corrective measures.

• Ensure timely movement and processing of devices and materials.

• Address and resolve any operational or customer service challenges.

• Oversee the creation, tracking, and management of work orders within internal systems.

• Maintain precise documentation, reporting, account records, and action logs.

• Identify operational inefficiencies and drive initiatives for continuous improvement.

• Assist in onboarding and coordinating new service or logistics partners.

• Support service expansion within accounts by leveraging operational insights and customer feedback.

• Act as the primary contact for customer communications and escalations related to services.

• Engage in customer meetings, service reviews, and discussions on operational reporting.

⛳️ Requirements

• Extensive hands-on experience in ITAD.

• Strong understanding of secure, compliant, and efficient lifecycle management of IT assets.

• Excellent customer relationship management and communication skills.

• Proficient communication skills in English.

• Exceptional organizational skills and attention to detail.

• Ability to collaborate effectively across different functions and regions.

• Proficient in Microsoft Suite/Microsoft 365, including Word, Excel, Outlook, and PowerPoint.

• Quick learner, able to navigate customer-specific portals and systems.

• High level of professionalism with a strong customer-centric approach.

• Strong problem-solving skills and a proactive mindset.

• Ability to perform under pressure and meet tight deadlines.

• Adaptable and resourceful in fast-paced environments.

• Strong leadership and team collaboration abilities.

• 5 or more years of experience in service delivery, customer operations, program coordination, or similar operational management roles.

• Experience in managing cross-functional operational processes and customer-facing service delivery activities.

• Proven track record of enhancing operational performance and customer satisfaction.

• Sponsorship is not available for this position.

🏝️ Benefits

• Bonus programs and recognition awards.

• Development programs, coaching, and workshops.

• Flexible work culture.

• Health initiatives.

• Emphasis on work-life balance.

• Opportunities to engage in sustainability and community projects.

• Team-building challenges.

• Sports activities.

• Annual events.