Remote Service Delivery Manager

Summary

Join a mission-driven company as a Service Delivery Manager and oversee the adoption and delivery process of the post-sales program. You will work closely with customers to provide training on sample collection, guide them through operational workflows, and ensure they utilise the appropriate tests.

Requirements

• At least 3-5 years in a service delivery, project or account management/Customer success role
• Experience in the retail/Apparel space as Supply Chain/Logistics/Operations coordinators would also be of interest
• Excellent knowledge and experience of Microsoft business tools (email, outlook, Excel and PowerPoint). A minimum of intermediate level of Excel proficiency is required
• Prior experience in one/mixture of the following field/s: Account Management, Delivery Management, Project Management, Logistics, Science/Laboratory, Data Management
• A flexible and adaptable interpersonal style to influence others to share ideas and problem-solve
• Demonstrated resiliency and ability to work under pressure
• A strong team player
• Excellent written and verbal communication skills in English are critical

Responsibilities

• Ensure delivery: You'll make sure everything we promised in contracts and program plans gets delivered, no excuses
• Data and Sample Integrity: Ensure all samples are collected under Oritain’s sampling guidelines and all associated data is handled accurately
• Stay Connected: You’ll be the go-to person, staying in touch with clients and our internal teams to catch any issues before they become problems
• Keep the Momentum Going: When obstacles pop up, you’ll knock them down and keep everyone moving forward
• Plan: You’ll lead the charge on planning, spotting potential roadblocks early, keeping everything running smoothly across all services and planning your work daily and longer-term to meet operational targets
• Build Relationships: You’ll connect us, partners, and clients, ensuring we work together seamlessly
• Work with the Team: You’ll collaborate with different teams to ensure we meet our client obligations. (Sales, Product delivery, software and development, to name a few)
• Manage Logistics: Work with our nominated collection agents to ensure the effective and efficient global movement of collected samples
• Focus on Outcomes: It’s all about meeting timelines and milestones while constantly looking for ways to improve. Ensuring operational outcomes meet our quality expectations
• Communicate Clearly: You’ll update everyone affected or involved in this process with up-to-date schedules and progress reports
• Monitor Performance: Monitor our progress and address any risks or delays as soon as they arise
• Adhere to standards: Follow workflow protocols, delivery project management and sample procedures

Benefits

• 35 days PTO (includes US public holidays)
• Medical Insurance
• Dental and Vision cover
• 401K
• Life Insurance and AD&D
• Enhanced Maternity leave