International Service Delivery Manager

Job Scope

The role will be to support the International Service Delivery team to provide customers with world class and innovative solutions that exceed customer service expectations.

The International Service Delivery Manager will support the Head of International Service Delivery to provide customers with world class and innovative solutions that meet their needs, are robust, high quality, enable profitable business, support new revenue and profit streams, and are a good fit with the strategic objectives.

The International Service Delivery Manager will utilise the reporting solutions created by the International Data Analyst to ensure effective and proactive quality management of international routes and networks.

The role holder is responsible for managing new business implementations. They serve as the business owner and leader of these implementations and are accountable for delivering business results. This role supports the ongoing needs of the business while ensuring best practices implemented throughout the organization.

The role holder will be responsible for supporting the operations team in maintaining and improving the international operation, ensuring robust change management processes are in place and supporting an array of projects to support the business as it involves and puts in place new operational hubs.

This role will require flexibility in working approach, excellent communication skills, a proactive approach and administration experience.

Main Responsibilities

• Proactive operational management, early identification of network issues and in support of a high-quality network
• Create and manage Service Alerts to pro-actively inform customers of Global service disruptions
• Provide sales support including but not limited to customer research and sales activity
• Attend customer review meetings where appropriate
• Support the Head of International Service Delivery with testing of pricing tool enhancements that support commercial product and service development
• Support the Commercial ADs Supplier invoice reconciliation process
• Support in the calculation and communication of surcharges
• Develop process documents and SOPs as required
• Creation of departmental SLA’s/KPI’s.
• Lead for the implementation of new suppliers, networks, customer onboarding etc.
• Support in preparing reports and business cases.
• Provide support to the international operations team, including responding to customer escalations.

Competencies/Personal Requirements/Experience

• Good interpersonal communication skills including the ability to work within a team and interact across the company structure.
• A logical approach to problem solving is essential.
• Ability to take an innovative approach.
• Ability to develop and build relationships both internally and externally.
• Strong customer focussed attributes.
• The ability to understand business and customer requirements and find solutions to these.
• Good interpersonal skills with ability to adapt their approach for a diverse group of people
• Ability to work under pressure to meet challenging deadlines.
• Project management skills are desirable.
• Excellent general IT skills and understanding and a good knowledge of MS Office.
• Ability to work under pressure and to tight timescales.
• Able to work independently and remotely and acceptance of working outside of normal office hours.
• An ability to learn new skills rapidly.