General Information

Service Delivery Manager - Order Management (D1 Grade)

We are seeking an experienced Service Delivery Manager – Order Management to lead end-to-end order management service delivery across the Order-to-Cash (O2C) process. The role is responsible for ensuring seamless order processing, customer service excellence, operational performance, stakeholder management, governance, team leadership, and continuous improvement initiatives. The position will drive service excellence while ensuring compliance, process standardization, and business value creation.

Key Responsibilities

• Lead and develop a team of Customer Service Representatives to ensure timely, accurate, and compliant order-to-delivery execution across assigned markets.

• Oversee daily service delivery operations, including order management, export documentation, invoicing accuracy, receivables monitoring and after-sales coordination.
• Drive process excellence and operational efficiency by standardizing workflows, improving turnaround times, and resolving service bottlenecks in collaboration with Supply Chain, Sales, and Finance.
• Ensure compliance with trade, export, and commercial regulations, including INCOTERMS, documentation standards, customs requirements, and internal audit controls.
• Monitor KPIs and SLAs (order accuracy, delivery performance, stock discrepancies, customer satisfaction, overdue receivables) and implement corrective actions when needed.
• Manage escalations and key customer interactions, ensuring timely resolution of issues related to orders, deliveries, stock availability, and billing.
• Drive continuous improvement initiatives, identifying risks, proposing innovative solutions and supporting digitalization or automation projects within Customer Service.

Your profile

• Significant experience in Customer Service, Order Management or Supply Chain operations, including operations coordination responsibilities.
• Strong understanding of export processes, commercial documentation and basic accounting / receivable management concepts.
• Proven leadership and people-management ability, with a track record of coaching teams and improving performance.
• Analytical and problem-solving mindset, with experience using KPIs, dashboards or data insights to optimize service quality.
• Excellent communication and cross-functional collaboration skills, able to work effectively with Sales, Finance, Logistics, and external partners.
• Ability to adapt to change, implement improvements, and drive operational excellence in a dynamic, customer-focused environment.

Preferred Skills

• Experience in Global Business Services (GBS) or Shared Services environments.
• Certification in Lean, Six Sigma, PMP, or related operational excellence methodologies.
• Exposure to automation tools, workflow solutions, AI, and digital transformation initiatives.
• Experience in business process transitions and transformations.
• Knowledge of customer contractual requirements, order governance, and compliance frameworks.
• Advanced reporting and analytics experience using Power BI or similar BI platforms.

Key Competencies

• Leadership and people management
• Strategic thinking and decision-making
• Stakeholder and relationship management
• Governance and risk management
• Business and financial acumen
• Continuous improvement mindset

Success Measures

• Achievement of SLA/KPI targets and service excellence
• Improved customer satisfaction and stakeholder engagement
• Strong team performance, engagement, and retention
• Successful delivery of transformation and automation programs
• Strong governance, compliance, and audit outcomes
• Measurable business value creation and operational efficiency improvements