Service Delivery Head

Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!
Job Title: Service Delivery Head
Job Location: Bogotá, Colombia

Strategically and operationally lead, develop and control the business and operations of the Service Line/s for Bogotá location to achieve short-term and long-term objectives encompassing increasing of the value provided, ensuring operational resiliency and maximizing the effectiveness and efficiency of the services in accordance with the SLAs.
The role reports into the Center Head and is a member of the Senior Management Team (SMT) of GSC Bogotá.
This role includes oversight of Sales and CDZ (Customer Development Zone) service lines.

Key Responsibilities:


* Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems, and schedules to drive service excellence, quality, productivity, and maximize value-add opportunities for our Business Partners.


* Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across different countries, overseeing a workforce of 60–70+ employees.


* Oversee service delivery for one or more service lines and be responsible for SLA commitments of BOG Center (as Service Delivery Head).


* Function as the main contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.


* Provide subject matter expertise to DGFF Business Partners and countries on opportunities for process improvements and best practices


* Identify potential risks in service delivery processes and implement risk mitigation strategies.


* Responsible for coordination and flow of information with other departments (interfaces).


* Collaborate with cross-functional teams to streamline end-to-end service delivery.


* Manage productivity of the service lines, leveraging automation capabilities of GSC.


* Own and ensure the achievement of key KPIs defined for the service line and the center.


* Evaluate, implement, and manage all operational systems provided by DGF Group companies to ensure effective and ongoing utilization.


* Review SLAs with countries on a periodic basis.


* Ensure global alignment of business practices and GSC Target Operating Model in the services provided to Business Partners.


* Ensure continued control over all operational functions through regular monitoring and frequent meetings with all staff and Managers.


* Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across DGFF/DHL Group.


* Articulate with the support functions to ensure alignment with global requirements.


* Organize appropriate shifts and staffing levels to meet business requirements.


* Take an active role in the center SMT, contributing to the construction a...