Service Delivery Manager

Role Description

The Service Delivery Manager (High Value) focuses on high-value domestic ground transportation and will be responsible for ensuring adherence to high-value domestic ground transport handling and security protocols in alignment with both customer requirements and AIT's overarching High Value Process documents. This role will monitor station operations for on-time delivery (OTD) attainment and ensure system usage produces data transparency for our clients.

Responsibilities

• Service Performance
  • Oversee end-to-end transportation service delivery to ensure on-time pickup, transit, and delivery of high-value cargo.
  • Monitor daily operational KPIs, on-time delivery (OTD, dwell time, route compliance, exception rate) and drive continuous improvement initiatives.
  • Coordinate with operations, customer service, and logistics control towers to resolve service disruptions quickly and effectively.
  • Conduct root-cause analysis of service failures and implement corrective/preventive actions.
  • Lead regular performance reviews with internal teams and external partners to maintain alignment on service goals.
  • Ensure adherence to contractual service levels and escalate systemic performance gaps.
• Security
  • Maintain strict compliance with company security policies and regulatory requirements for high-value domestic cargo movement.
  • Implement and monitor cargo-security protocols, including seal integrity, secure parking, driver vetting, and real-time tracking.
  • Participate in the investigation of security incidents such as theft, tampering, or unauthorized route deviations.
  • Work closely with security operations teams to enhance GPS/geofence monitoring and threat-response procedures.
  • Provide training and guidance to vendors and internal staff on security best practices for high-value freight.
  • Ensure chain-of-custody requirements are upheld throughout every stage of transit.
• Data
  • Ensure accuracy, completeness, and timeliness of transportation data across TMS, telematics, and customer-facing systems.
  • Validate that all shipments have correct geolocation data, timestamps, and required documentation.
  • Drive data-quality audits and partner with IT/analytics teams to resolve systemic data-integration issues.
  • Monitor EDI/API performance with carriers and partner with IT staff to resolve quickly.
  • Use data insights to identify trends, performance risks, and improvement opportunities.
• Vendor Procurement & Performance Management
  • Support the evaluation, selection, and onboarding of transportation vendors qualified to handle domestic high-value cargo.
  • Lead or contribute to RFP/RFQ processes, ensuring vendors meet operational, security, and compliance criteria.
  • Collaborate with procurement to negotiate rates, terms, and service-level agreements.
  • Conduct quarterly business reviews with carriers, covering performance, safety, incident history, and compliance adherence (specific to Cloud client performance).
  • Maintain an approved vendor list and ensure all partners have current insurance, certifications, and compliance documents.
  • Drive vendor improvement plans when performance or security standards fall below expectations.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree in business administration, logistics, supply chain or a related field (required).
• Master's Degree (preferred).
• 7+ years experience in service delivery, logistics operations, supply chain, or related fields (required).
• 2+ years work experience with coordinating across customer solutions, air operations, trucking networks (preferred).
• 2+ years work experience in quoting routing, and freight brokerage (preferred).
• MS Excel, MS PowerPoint (Medium).
• Cargowise (High).
• Must have strong communication, problem solving, and customer facing skills (Medium).
• Ability to manage complex, time critical operations with multiple stakeholders (Medium).

Requirements

• The wage range for this position is $80,260.00-$170,690.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

Benefits

• Medical, Prescription, Health Savings Account, Flexible Spending Accounts.
• Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support.
• Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement.
• Eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.