Service Delivery Head

Job description

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Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Service Delivery Head

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 and execution of center and service line targets.
  
  
• Support pricing activities, quotations, bids, and commercial enablement tasks in close collaboration with stakeholders.
  
  

Stakeholder Management:

• Establish long-term relationships and alliances with strategic internal and external Business Partners, stakeholders, third parties, and the captive and non-captive BPO/Shared Service Industry.
  
  
• Build and develop a comprehensive understanding of Business Partner requirements, competitor activities, and market trends to influence the direction of major project
• Develop strong, trusting cross-functional relationships within GSC and DGFF senior business leaders.
  
  
• Champion cooperation and partnership to provide integrated solutions to problems.
  
  
• Work along with the Business Partners to identify new or growth opportunities where the GSC can contribute and expand value-added services to DGF.
  
  
• Understand and manage different stakeholders (Business Partners, global functions, Center Head, Service Line Leads).
  
  
• Represent the service lines and center with internal and external customers, including executive-level stakeholders, ensuring excellent delivery and accountability.
  
  

Management Responsibility:

• Operational people manager of a local team of 60–70 FTEs (operational and disciplinary management).
  
  
• Accountable to lead, engage, and develop the local service delivery team.
  
  
• Member of the Senior Management Team (SMT) of the GSC Bogotá.
  
  
• Drive a culture of performance, accountability, and continuous improvement across the team.
  
  

Required Qualification, Skills/Abilities:

• Graduate (Bachelor’s degree from a recognized university) in Administrative careers such as Business Administration, Industrial Engineering, or Economics.
  
  
• 10+ years of overall professional experience, including 3–5 years in leadership roles managing teams and service delivery processes.
  
  
• Advance English proficiency (C1 or higher) is required, with the ability to lead conversations, reporting, and strategies in English.
  
  
• Previous experience leading shared services within large Freight Forwarding organizations or related logistics industries.
  
  
• Knowledge of the Freight Forwarding industry, specifically from shipping lines and multinational companies
• Experience working within matrix organizations and with various stakeholders across regions.
  
  
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
  
  
• Experience in developing and executing delivery strategies aligned with organizational goals.
  
  
• Familiarity with service centers and exposure to shared services for functions like quotations, pricing, sales support, and marketing for Americas is a strong plus.
  
  
• Project Management skills: Strong record of delivering projects on time and within budget.
  
  
• Excellent communication skills to articulate thoughts and ideas clearly to stakeholders.
  
  
• Strong analytical and critical thinking skills for effective decision-making.
  
  
• Data-driven approach and data management skills.
  
  
• Ability to navigate complex organizational structures and time zones effectively.
  
  
• Experience managing internal and external clients with a proactive, customer-facing approach.
  
  
• High sense of urgency, with the ability to prioritize and act promptly.
  
  
• Ability and willingness to travel up to 20% of the year.
  
  

We Value:

• Creative, hands-on leadership style with the ability to execute.
  
  
• Team player with a collaborative spirit.
  
  
• Open to learning
• Ability to think differently and recognize the value the organization provides to their own career and development.
  
  
• Previous regional exposure or experience working in a multi-country setting across the Americas.
  
  

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management

• Industries

  Transportation, Logistics, Supply Chain and Storage

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Required Skill Profession

Gastronomía, Hostelería Y Tiempo Libre