Services Delivery Manager

The Kaleris Managed Services Delivery Manager is responsible for the strategic planning, execution, and ongoing management of Managed Services for Kaleris customers. Acting as the primary point of contact, the Services Delivery Manager represents Kaleris in all Managed Services interactions, ensuring customer satisfaction and seamless service delivery. This role involves overseeing all resources, tools, and processes within the Managed Services department, while also driving the strategic vision for team growth and service enhancement.

Key Responsibilities:

• Oversee the maintenance, administration, and continuous improvement of the Managed Services department, including tools and processes.
• Ensure the efficient delivery of Managed Services to Kaleris customers, adhering to high standards of service.
• Serve as the primary point of contact for customers, managing all aspects of service delivery and customer communication.
• Lead the department to consistently meet or exceed Service Level Agreement (SLA) metrics.
• Develop and implement strategic plans to drive growth and maturity of the Managed Services department.

Qualifications:

• Minimum 5 years of experience as a Services Delivery Manager within an enterprise software company or related field.
• At least 5 years of experience managing a Project Management Office (PMO), Services Organization, or equivalent, with a focus on elevating service delivery capabilities.
• Strong project management expertise, supported by certifications such as PMI, PRINCE2, or equivalent.
• Highly self-motivated, detail-oriented, and able to operate effectively in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to prioritize tasks in high-pressure situations.
• Excellent customer service skills, with a focus on maintaining strong client relationships.

Knowledge, Skills, and Abilities:

• Experience in the maritime or logistics industry is highly advantageous.
• Familiarity with N4 Terminal Operating System (TOS) is a significant asset.
• Proven ability to work effectively in a team-oriented, collaborative environment, including working within distributed and virtual teams.
• Demonstrates professionalism, a strong work ethic, and a positive attitude.
• Outstanding verbal and written communication skills.
• Exceptional organizational and multitasking abilities.
• Commitment to delivering high-quality customer service and ensuring timely follow-up.
• A track record of meeting deadlines and maintaining a high standard of performance.
• Multilingual capabilities are a plus.

This position is ideal for a highly motivated individual who thrives in a dynamic, customer-facing role and is eager to drive the growth and success of the Managed Services department.