• Service Delivery Operations Manager

    Arvato Bertelsmann (Louisville, KY)


    As a Service Delivery Operations Manager at Arvato, you will play a key role in driving client satisfaction by leading a team focused on meeting and exceeding Service Level Agreements (SLAs). You will oversee daily team operations, ensure resource availability, and maintain strong relationships with clients and internal stakeholders. Additionally, you will collaborate closely with the operations team to align service delivery with client expectations.

    YOUR TASKS

    * Lead, hire, train and evaluate a team of Client Service Representatives, ensuring that they are motivated, recognized and coached to deliver high quality service.

    * Develop and maintain strong communication and working relationships with clients, acting as the liaison between client expectations and operational output to meet or exceed SLAs.

    * Manage the operational reporting for each client, including data gathering for on-time delivery performance, monthly volumes, invoicing and volume forecasting.

    * Execute all business review preparation, responsible for all action logs and items resulting from business reviews.

    * Establish and maintain well-coordinated internal relationships with key decision makers across the organization in various departments, ensuring alignment on client needs and business goals.

    * Review Customer Statements of Work (SOWs), monitor daily activities to ensure SLAs are met, and review weekly scorecards to track performance.

    * Continuous involvement and support with departmental process improvements.

    * Serve as key communication link between operations and client services

    YOUR PROFILE

    * B.A. or B.S. degree or equivalent work experience.

    * Minimum five years Operational or Account Management experience

    * Proven leadership capabilities with ability to interact easily with individuals at all levels and functions, both within and outside the organization.

    * Must be able to work in demanding, problem solving orientated environment.

    * Excellent communication skills.

    * Must be assertive, analytical and able to establish priorities.

     

    WE OFFER Medical, Dental, Vision, Life Insurance, and Disability Pay. 401(k) with company matching up to 6%. Paid Time Off, including paid holidays. Flexible Spending Accounts. Voluntary benefits such as legal and financial assistance, pet insurance, and more. Employee Assistance Program. Ongoing employee development opportunities including tuition reimbursement, scholarships, and training. Commuter benefits. Employee engagement activities.

     

    EOE Protected Veterans/Disability