About the Role:
As a Service Manager of Mailroom Operations, you will be responsible for overseeing the delivery of high-quality services to our clients, ensuring their satisfaction and success. You will lead a team of service delivery professionals, develop and implement service strategies, and collaborate with internal stakeholders to optimize service delivery processes. This role requires strong leadership skills, strategic thinking, and a commitment to delivering exceptional service to our clients. Essential Job Responsibilities Lead and manage the end-to-end delivery of services to assigned clients, ensuring alignment with their business goals, objectives, and requirements Develop and implement service delivery strategies, plans, and initiatives to meet client needs, drive value, and enhance overall satisfaction Manage a team of service delivery professionals, providing coaching, mentoring, and guidance to optimize performance and achieve business goals Collaborate with cross-functional teams, including sales, operations, and support, to ensure seamless service delivery and address client needs effectively Establish and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, to foster collaboration and drive success Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to measure service performance and identify areas for improvement Conduct regular service reviews and meetings with clients to review performance, address issues, and identify opportunities for service enhancements Drive continuous improvement initiatives to optimize service delivery processes, increase efficiency, and enhance customer satisfaction Adhere to Compliance requirements and SOX Reporting Manage service delivery projects and initiatives, ensuring timely delivery, quality outcomes, and adherence to budget and scope Identify risks and issues impacting service delivery and develop mitigation plans to address them proactively and minimize disruptions Prepare and present regular reports, updates, and insights to senior management and clients, summarizing service performance, achievements, and areas for improvement Stay informed about industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes Foster a culture of accountability, collaboration, and continuous improvement within the service delivery organization, driving employee engagement and development Support and review internal Billing, client invoicing Remote site management Demonstrate commitment to company efforts to achieve a diverse workforce Sound judgment and logical decision-making to meet expectations of project scope and deadlines Contribution and delivery of Quarterly Business Reviews QualificationBachelor's degree in business administration, business management, or a related field (or an equivalent combination of education and relevant experienceMinimum of 7-10 years of experience in service delivery management, client relationship management, or a related field, preferably in the Mail services industry Proven track record of successfully managing complex client relationships, leading service delivery teams, and delivering services to meet client expectations and SLSsStrong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results supporting a Team-based philosophy Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels Deep understanding of service management principles and industry best practices for service delivery Experience with service management tools and systems, such as Service Now or similar platforms Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations Ability to work in a demanding, client-focused, team environment Proven experience in achieving financial goals related to revenue and profitability and budgetary management (P&L, Budgeting, etc.)Experience in Mail Management (Security Screening, USPS, Meter & Postage Management, Third Party Courier) is preferred Vendor Management a plus Professional client facing engagements Ability to work independently Self-Starter, takes initiatives Strong sense of urgency Strategic and forward thinking and planning Multi-task on several application platforms Flexible to the needs to the team and client Computer proficiency: MS Word/ Excel/PowerPoint/Outlook/Google Environment/Zoom or similar programs
