Manager Service Delivery & Transport

This is a permanent, full-time, daytime role working Monday to Friday and offers a salary between £85,000.00 – £95,000.00 per annum, plus a car allowance and follows a hybrid working model.

Task and responsibilities:

• Responsible for leading transport-related service delivery activities, ensuring exceptional customer satisfaction, operational performance, and continuous improvement across customer accounts and transport operations.
• Lead, develop and manage the Service Delivery team, including workforce planning, performance management, coaching, capability development and day-to-day operational guidance to ensure service continuity and delivery performance
• Act as the primary customer-facing owner for transport-related service delivery activities, maintaining strong customer relationships, managing escalations and ensuring issues are resolved in a timely and effective manner
• Oversee customer onboarding activities and the implementation of new transport products and service changes, coordinating the required activities across operational, transport and support functions
• Coordinate transport-related customer projects and service improvement initiatives, ensuring alignment between customers, local operations, carrier management, transport teams and other internal stakeholders
• Monitor service performance through operational KPIs, service metrics, customer reviews and reporting activities, identifying improvement opportunities and ensuring agreed service levels are achieved
• Support transport performance, cost management and profitability initiatives by analysing operational performance, identifying improvement opportunities and contributing to transport-related business reviews and planning activities together with site and transport management
• Contribute to the development and deployment of transport solutions by supporting carrier selection activities, customer transport requirements, local transport initiatives and new service offerings in cooperation with central transport, operations and solutions teams
• Build and maintain effective working relationships with customers, carriers and internal stakeholders across Operations, Transport, Customs, Control Tower, Sales, Pricing, IT and Finance to support consistent service delivery and customer satisfaction
• Drive continuous improvement initiatives to enhance service quality, operational efficiency and customer experience

Profile:

• Bachelor’s degree or equivalent experience in Logistics, Supply Chain, Transport Management or a related field
• Relevant experience within transport, logistics, customer service or service delivery management in a multi-stakeholder operational environment
• Demonstrated experience managing, coaching and developing operational or professional teams
• Strong understanding of transport processes, customer onboarding, carrier interactions and service performance management
• Experience working with service reviews, operational KPIs, customer reporting and continuous improvement initiatives
• Ability to coordinate activities across multiple functions and balance customer, operational and commercial requirements
• Strong communication, stakeholder management and escalation management capabilities
• Analytical mindset with the ability to identify operational performance trends and improvement opportunities
• Experience working with transport management systems, reporting tools and operational performance data is preferred
• Customer-focused approach with a strong commitment to service excellence
• Commercial awareness and a continuous improvement mindset
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment
• Ability to build effective relationships and influence stakeholders at all levels, both internally and externally

What do we offer?

Our people are at the heart of what we do. They are critical to our clients’ successes and without a doubt, to our success also. This is why we offer a range of benefits including:

• 33 days annual leave, inclusive of Bank Holidays, with additional annual leave awarded after 5 and 10 years’ service
• Enhanced pension contributions
• Life assurance
• Medicash healthcare plan
• Private Medical Insurance
• Retail and lifestyle discounts through our Benefits Platform
• Health and wellbeing support, including an Employee Assistance Programme (EAP), Occupational Health and Wellbeing Hub
• Social events throughout the year
• Exclusive client discounts

Additional information:

We are proud to be an inclusive and diverse organization where we are committed to employee development and recognizing the successes of our teams. We are proud of our accreditations including Healthy Workplaces Leicestershire and we are Disability Confident Committed as part of the Disability Confident Scheme and actively welcome applications from people with disabilities.

If you wish to know more about the role or discuss accommodations within the recruitment and selection process, please contact: Greta.Smirnovaite@bleckmann.com

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