Managing Service Delivery Manager

Job Description

We are seeking an experienced Director {Engagement Executive} – Order Management to lead end-to-end order management service delivery across the Order-to-Cash (O2C) process. The role is responsible for ensuring seamless order processing, customer service excellence, operational performance, stakeholder management, governance, team leadership, and continuous improvement initiatives. The position will drive service excellence while ensuring compliance, process standardization, and business value creation.

Job Description

• Grade Specific

Key Responsibilities

• Provide direction and oversight for opportunity assessments, ownership to develop pitch collaterals and presenting to internal and external executives/stakeholders.
• Provide leadership, ownership and accountability to drive transformation initiatives and execute high-criticality transformational projects.
• Provide thought leadership to build assets and knowledge capital.
• Lead and develop a team of Customer Service Representatives to ensure timely, accurate, and compliant order-to-delivery execution across assigned markets.
• Oversee service delivery operations, including order management, export documentation, invoicing accuracy, receivables monitoring and after-sales coordination.
• Drive process excellence and operational efficiency by standardizing workflows, improving turnaround times, and resolving service bottlenecks in collaboration with Supply Chain, Sales, and Finance.
• Ensure compliance with trade, export, and commercial regulations, including INCOTERMS, documentation standards, customs requirements, and internal audit controls.
• Monitor KPIs and SLAs (order accuracy, delivery performance, stock discrepancies, customer satisfaction, overdue receivables) and implement corrective actions when needed.
• Manage escalations and key customer interactions, ensuring timely resolution of issues related to orders, deliveries, stock availability, and billing.
• Drive continuous improvement initiatives, identifying risks, proposing innovative solutions and supporting digitalization or automation projects within Customer Service.