Service Delivery Manager

• Oversee work order creation, tracking, and management within internal systems.

• Ensure accurate documentation, reporting, and maintenance of account records and action logs.

• Identify operational bottlenecks and collaborate with teams to improve service delivery processes.

• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.

• Support onboarding and coordination of new service or logistics partners where required

• Work with logistics and service partners to arrange timely collection, transport, and delivery of materials and devices, preventing delays and maintaining SLA performance.

• Support efforts to grow service expansion within accounts by providing insights, context, and customer feedback.

Customer & Account Management

• Act as a primary point of contact for service-related customer communications and escalations.

• Support account growth and service expansion opportunities by providing operational insights and customer feedback.

• Participate in customer meetings, service reviews, and operational reporting discussions.

Qualifications and Competencies:

Core Competencies

• Strong customer relationship management and communication skills.

• Excellent communication skills in English.

• Excellent organizational skills and attention to detail.

• Ability to work collaboratively across functions and regions.

Technical Competencies

• Proficiency in Microsoft Suite/Microsoft 365 (Word, Excel, Outlook, PowerPoint).

• Ability to quickly learn and work with customer-specific portals and systems.

• Understanding of ITAD, depot services, logistics coordination, or technology lifecycle management preferred.

Behavioral Competencies

• High level of professionalism and customer focus.

• Strong problem-solving abilities and proactive approach.

• Ability to work under pressure and meet deadlines.

• Adaptable and resourceful in dynamic situations.

• Strong leadership and team collaboration skills

Required Experience:

• 5+ years of experience in service delivery, customer operations, program coordination, or related operational management roles.

• Experience within IT services, ITAD, technology lifecycle management, logistics, or related industries preferred.

• Experience managing cross-functional operational processes and customer-facing service delivery activities.

• Proven track record for improving operational performance and customer satisfaction.

• Experience working within global or multi-regional environments preferred

Why should you join us

We want you to able to Be Your Best in your job – and we will support you in this. We’re a community that supports each other and works together to get things done. Collaboration is at the heart of how we operate: people and leaders are easy to approach and engaged, and fresh ideas are always welcomed. 

Our culture is friendly, forward-thinking, and focused on helping you grow. Here, you’ll have room to develop, contribute to something bigger, and feel recognized for the impact you make every day. 

And what´s in it for you?

• Recognition & Rewards – Bonus programs and excellence awards. 

• Continuous Learning – Development programs, coaching, and workshops. 

• Wellbeing Focus – Flexible culture, health initiatives, and work-life balance. 

• Purpose-Driven Work – Opportunities to contribute to sustainability and community projects. 

• Fun & Connection – Team challenges, sports activities, and annual events. 

Contact details: For further questions, please contact our Hiring Manager, Ann Morris by email at ann.morris(at)3stepit.com. Please note we do not accept applications received via email.

Closing date: We review applications on an ongoing basis and encourage you to apply as soon as possible.

Please, notice that we are unable to provide sponsorship for this role. We look forward to hearing from you!