Service Delivery Manager

Now is a great time to join our growing company! The Millennium Group (TMG) is an award winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

The Service Delivery Manager I is responsible for all aspects of the contracted site services in Mail Operations and the on-site TMG teams at the following site locations: 7105 Corporate Dr. Plano, TX, and 16001 Dallas Parkway, Addison, TX. The SDM I will offer support to the Team Lead and TMG team. In order to achieve these objectives, the SDM is expected to: achieve financial results, enhance customer satisfaction, and increase employee engagement.

• Financial Performance

Manages expenses, analyzes asset performance and expenditures

Review departmental charges and post client chargebacks

• Customer Satisfaction

Meets regularly with customer contacts and other members of the customer's management team

Recommends service enhancements based upon knowledge of customer's business strategy

Maximizes proprietary Quality Management utilization through service quality metrics reviews

Collect data for reports and prepare monthly reports

Ability to demonstrate a high level of problem solving

Maintain, review and update site Operations Manual

Interact with various vendors on client's behalf and maintain vendor relationships

Ensure priority handling of all incoming accountable deliveries including messenger packages

Ensure equipment is in good working order and have the ability to perform key operator maintenance

Proper follow through to completion both verbally and in writing with client representative of any issues involving lost or delayed packages or any other service issues

Maintain inventory and oversee distribution of client office supplies

Interface with the client contact daily and attend meetings as required

Keep Operations Manager informed of operational efficiencies and potential problems

Assist Management peers, site visits, site coverage

Other duties as assigned

Maintain centralized employee database for mail processing, production reporting and tracking of deliveries and pick-ups

• Employee Engagement

Demonstrates exemplary ethical conduct that establishes an atmosphere of trust and support

Recognizes performance through fair and honest merit evaluation and rewards employees for innovation, risk-taking,

Coaches and counsels to create a positive atmosphere of professionalism and support; provide honest and timely feedback to employees; addresses performance issues with directness and sensitivity

Resolve staff interpersonal conflicts

Interview candidates for open positions

Makes fair and equitable hiring decisions that promote workforce diversity while adhering to all applicable regulations

Oversees training and provides development opportunities

Effectively balances resources to maximize productivity and efficiency

Qualifications:

• Undergraduate degree preferred·
• Proven leadership experience required; minimum 2 years managing at least 5 employees· *Minimum 2 years experience in mail operations (knowledge of SLA for mail delivery, package handling and distribution, Zebra hand-held knowledge is a plus).
• Experience in Mail Services preferred, Digital Mail familiarity· Pitney Bowes postal machine experience is a plus.
• Management experience in multi-service environment
• Effective customer relationship building skills·
• Effective written and verbal communication skills; proven analytical skills·
• Excellent planning, prioritization and organizational skills·
• Proven experience in high volume environment·
• Ability to resolve issues without management supervision required·
• Proven experience in achieving financial goals related to revenue and profitability
• Ability to demonstrate a high level of problem solving skills.
• Computer proficiency in email environments, MS Word/Excel or similar program