Service Manager, Mailroom Operations

Job Description

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

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• Lead and manage the end-to-end delivery of services to assigned clients, ensuring alignment with their business goals, objectives, and requirements
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• Develop and implement service delivery strategies, plans, and initiatives to meet client needs, drive value, and enhance overall satisfaction
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• Manage a team of service delivery professionals, providing coaching, mentoring, and guidance to optimize performance and achieve business goals
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• Collaborate with cross-functional teams, including sales, operations, and support, to ensure seamless service delivery and address client needs effectively
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• Establish and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, to foster collaboration and drive success
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• Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to measure service performance and identify areas for improvement
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• Conduct regular service reviews and meetings with clients to review performance, address issues, and identify opportunities for service enhancements
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• Drive continuous improvement initiatives to optimize service delivery processes, increase efficiency, and enhance customer satisfaction
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• Adhere to Compliance requirements and SOX Reporting
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• Manage service delivery projects and initiatives, ensuring timely delivery, quality outcomes, and adherence to budget and scope
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• Identify risks and issues impacting service delivery and develop mitigation plans to address them proactively and minimize disruptions
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• Prepare and present regular reports, updates, and insights to senior management and clients, summarizing service performance, achievements, and areas for improvement
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• Stay informed about industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes
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• Foster a culture of accountability, collaboration, and continuous improvement within the service delivery organization, driving employee engagement and development
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• Support and review internal Billing, client invoicing
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• Remote site management
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• Demonstrate commitment to company efforts to achieve a diverse workforce
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• Sound judgment and logical decision-making to meet expectations of project scope and deadlines
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• Contribution and delivery of Quarterly Business Reviews
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Qualification

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• Bachelor's degree in business administration, business management, or a related field (or an equivalent combination of education and relevant experience
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• Minimum of 7-10 years of experience in service delivery management, client relationship management, or a related field, preferably in the Mail services industry
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• Proven track record of successfully managing complex client relationships, leading service delivery teams, and delivering services to meet client expectations and SLSs
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• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results supporting a Team-based philosophy
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• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels
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• Deep understanding of service management principles and industry best practices for service delivery
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• Experience with service management tools and systems, such as ServiceNow or similar platforms
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• Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions
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• Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment
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• Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations
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• Ability to work in a demanding, client-focused, team environment
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• Proven experience in achieving financial goals related to revenue and profitability and budgetary management (P&L, Budgeting, etc.)
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• Experience in Mail Management (Security Screening, USPS, Meter & Postage Management, Third Party Courier) is preferred
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• Vendor Management a plus
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• Professional client facing engagements
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• Ability to work independently
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• Self-Starter, takes initiatives
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• Strong sense of urgency
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• Strategic and forward thinking and planning
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• Multi-task on several application platforms
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• Flexible to the needs to the team and client
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• Computer proficiency: MS Word/ Excel/PowerPoint/Outlook/Google Environment/Zoom or similar programs
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