Senior Manager Service Delivery

Senior Manager Service Delivery

C.H. Robinson is looking for a Senior Manager Service Delivery for our team in Wroclaw.

In this strategic role, you will define and execute the Service Delivery vision, ensuring seamless alignment with customer SLAs and business objectives. You will drive operational excellence through continuous improvement, lead a high-performing team with a focus on development and engagement, and champion integrated launch processes that guarantee smooth transitions from implementation to delivery.

Success in this role requires strong leadership, strategic thinking, and a customer-first mindset—combined with expertise in process optimization, change management, and cross-functional collaboration.

Join our team as our Senior Manager Service Delivery, and take the lead in shaping a world-class customer experience.

Duties And Responsibilities

The duties and responsibilities of this position consists of, but are not limited to, the following:

• Develop, champion and drive operational strategy for service delivery teams
• Ensure all new implementations and service changes are successfully executed for customers
• Drive consistent execution that meets Service Delivery requirements and expectations
• Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and drive appropriate action plans to address identified gaps
• Champion "Operational Excellence" in management of KPIs for the service delivery organization
• Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
• Identification of allocation of resources to maintain successful SLA's
• Lead and mentor manager level direct reports providing regular feedback, coaching and guidance based on performance, dashboards and Personal Development Plan
• Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives

Required Qualifications

• Minimum 7 years of professional experience in operations and/or customer/client service facing role
• Previous experience managing P&Ls & productivity
• Previous experience standardizing processes across customers and/or regions
• Minimum 3 years of experience managing, mentoring, and coaching teams
• Ability to travel up to 15%

Preferred Qualifications

• Bachelor's degree from an accredited college or university
• Experience managing successful business operations through Strategic Planning and Operational Excellence
• Advanced proficiency in Microsoft Office Suite of programs
• Strong problem-solving and conflict resolution skills
• Ability to adapt and lead in a fast-paced environment
• Excellent interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
• Strong business acumen
• Ability to develop strong working relationships, both internally and externally
• High level of integrity where personal and professional values are aligned with the company's mission, vision and leadership framework
• Ability to work collaboratively within the business setting
• Values a diverse and inclusive work environment

Questioning if you meet the mark? Studies have shown that some individuals may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we're building an inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!