We are seeking an experienced and people-focused Manager, Service Delivery to lead and deliver high-quality, end-to-end relocation and moving services for our clients and their assignees. This role combines operational leadership, client engagement, and service execution, ensuring a seamless experience across all stages of the relocation journey.
As both a team leader and operational owner, you will drive service excellence, continuous improvement, and consistent delivery against client expectations, KPIs, and business objectives, while building strong internal and external partnerships in a fast-paced, global environment.
Key Responsibilities:
Team Leadership & Performance Management
- Lead, coach, and develop a team of Customer Experience Consultants / Move Managers
- Manage hiring, onboarding, performance reviews, and career development
- Drive accountability for service quality, KPI achievement, and customer satisfaction
- Balance workloads and collaborate with peers to optimize resource utilization
Client & Customer Experience
- Build strong relationships with clients, assignees, and internal stakeholders
- Participate in client meetings, reviews, and operational discussions
- Act as a key escalation point for complex customer or transferee issues
- Maintain and improve service quality scores and customer satisfaction
End-to-End Service Delivery & Operations
- Oversee relocation and moving services delivery, including:
- Household goods shipment coordination (air, ocean, road)
- Vendor and supply chain management (agents, carriers, brokers)
- Logistics planning, routing, and execution
- Ensure adherence to workflows, policies, and client-specific requirements
- Monitor performance and proactively resolve operational issues
Cross-Functional Coordination
- Partner with billing, claims, finance, and account management teams to support accurate billing, revenue recognition, and issue resolution
- Collaborate with finance and collections on receivables and disputes
- Coordinate with global teams and external vendors for consistent delivery
Process Improvement & Project Delivery
- Identify and implement continuous improvement initiatives
- Lead or support projects related to client programs and operations
- Standardize best practices across teams and service centers
- Leverage systems and data to drive efficiency and performance
Administration, Compliance & Data Management
- Ensure accurate documentation of service activities and financial data
- Maintain compliance with company policies and regulatory requirements
- Oversee shipment documentation, billing inputs, and claims processes
- Ensure data integrity and reporting accuracy
Required Qualifications & Skills:
- Experience in relocation, global mobility, logistics, or supply chain operations
- Demonstrated people leadership or supervisory experience
- Strong customer service and client relationship management skills
- Excellent problem-solving and conflict resolution capabilities
- Strong organizational skills with the ability to manage multiple priorities
- Solid understanding of logistics and relocation processes
- Financial awareness (revenue, cost, billing, margin)
- Excellent communication and interpersonal skills
- Ability to thrive in a fast-paced, global environment
- Proficiency with business systems and MS Office tools
Education
- Bachelor’s degree preferred
- Industry certifications (e.g., GMS) advantageous
Why work for Sirva?
- Work in a high-impact, client-centric role
- Be part of a supportive, high-performing sales team
- Opportunity to drive real business growth and personal earnings
- Develop your career in a structured, professional sales environment
Being an international brand with a cross regional structure your career opportunities could be endless! You can make colleagues, connections, and friendships the world over with Sirva.
Sirva has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work from Home and Core Flex Hours policy - trust & communication Is key to this model and encourage all employees to discuss with their People leaders what works best for you.
