Job Description

The Service Delivery Manager (SDM) is responsible for managing an operations team who provide the day-to-day service delivery of clients' moving programs. This position also serves as a catalyst for demonstrating SIRVA's leadership behaviors at all times.
Functions and Responsibilities
% of Time Description of Duty
40%
Manage a team of Move Management Consultants through mentoring, performance reviews, salary administration and the Performance Management process. Responsible for hiring and performance management of all team members. Accountable for driving the mentoring/developing/challenging of high talent/high potential associates. Supervise and mentor team members to ensure the team's achievement of positional metrics as set. Manages and ensures the quality of work products. Accountable for workload balancing across MSDs as well as teams across service centers. This position must partner with all SDMs to ensure appropriate workload balancing across SIRVA.
10%
Process improvement identification and implementation. Work with Operations leadership to select best practices and partner with other SDMs to implement them. Facilitates cross-departmental communication by teaming with other departments when tasks need to be handled.
20%
Actively participate in client discussion to achieve client goals; participate in client internal business engagement as needed. Participate and coordinate weekly client meetings as required and become the knowledge expert on client policy and operating procedures.
10%
First contact in the escalation process for all transferee issues that cannot be resolved by team members. This position will decide what the next steps are to resolve the issue
10%
Teams with the Account Managers to achieve client goals by maintaining and measuring metrics through an audit driven environment. Work with the collections department on receivables and past-due invoices.
10%
Manage deliverables/projects associated with process improvement or client program / process changes. In this capacity consult with Director to determine needs and objectives. Develop a plan to achieve objectives and delegate responsibilities as appropriate. Oversee the specific deliverables and actions that will achieve objectives. Communicate efforts across teams and incorporate various systems to ensure consistency and results.
Qualifications and Preferred Skills

• 1-3 years operational management experience preferred
• 3-5 years relocation/moving experience (In house Global Mobility or RMC) required
• Some In house global mobility experience working with relocation services
• Some management experience preferred
• Strong ability to lead teams, recruit, manage, develop staff
• Strong problem solving and conflict resolution skills
• financial/accounting knowledge preferred
• understanding embracing the direction/strategy of SIRVA relocation
• strong oral and written skills in French and English

Education and certification requirements

• High school diploma required
• Undergraduate degree preferred
• GMS preferred

SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a "one-stop shop" can provide. We're a team that works globally to provide the best service locally -- a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com.
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.
SIRVA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. SIRVA also prohibits harassment of applicants and employees based on any of these protected categories.
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSIRVA@SIRVA.com and let us know the nature of your request and your contact information.