M&E Service Delivery Manager APAC, Amazon Meetings and Events

Amazon; London; On-site; GBP 55,000 - 80,000; Full time

Job summary

Amazon seeks an M&E Service Delivery Manager for APAC to enhance event delivery and drive team performance. This role involves strategic planning, stakeholder engagement, and maintaining service excellence within a fast-paced environment. Ideal candidates possess robust event management skills and a commitment to sustainability.

Qualifications

• Minimum 7 years in Event Management or related role.
• Operations management experience with a team of 5+.
• Proficient English business communication.

Responsibilities

• Lead execution of customer events across the APAC region.
• Identify service improvement opportunities during event delivery.
• Report updates to executive and leadership teams.

Skills

Event Management

Program Management

Leadership

Analytical Skills

Communication

Stakeholder Engagement

Education

College degree or equivalent work experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Project

SharePoint

Job description

M&E Service Delivery Manager APAC, Amazon Meetings and Events

The Meetings and Events Service Delivery Manager - APAC leads the execution of customer events and drives performance, processes, and quality standards across the region. They are responsible for elevating team performance and AM&E's reputation through excellence in service delivery. Working within AM&E's global strategy, they optimize and implement programs while developing team strategies, leading initiatives, and maintaining governance standards. Success in this role requires strong multi-directional leadership and communication skills, with an ability to coordinate effectively across all organizational levels.

This role is responsible for working with a team that is focused on developing best-in-class travel and event programs. As an ideal candidate you are an analytical thinker and detail oriented who thrives in a fast-paced and constantly evolving environment. A goal oriented high achiever who understands the importance of working backwards to exceed expectations.

At Amazon, we are committed to and invested in sustainability because it’s a win all around – it’s good for business, the planet, our customers, and our communities. Amazon has co-founded and signed The Climate Pledge, a commitment to reach net zero carbon by 2040. This science-based goal is a multi-year carbon emissions reduction goal that is aligned with getting to carbon neutrality 10 years faster than the latest scientific guidance.

Key job responsibilities
Key job responsibilities
Customer Obsession
• Identify service, communication and process improvement opportunities throughout events delivery.
• Lead the implementation of best practices and standard operating procedures, and adherence to global playbooks.

Deliver Results
• Under the leadership of the Global Service Delivery Manager, develop, deliver and implement strategic plans for the delivery of events
• Review current service support models to ensure accuracy and reliability of delivery; with emphasis on consistency and optimization.
• Leads localization of global SOPs, best practices, and job aids to meet regional customer needs and country/city nuance as appropriate.

Ownership & Bias for Action
• Maintain frequent contact with key stakeholders. Share programmatic updates, feedback, and need to know information.
• Regular reporting and updates to executive and leadership teams, stakeholders, and colleagues, ensuring full understanding of progress, direction and expected results at all times.

Invent and Simplify
• Analyzes event processes and outcomes to identify areas for enhancement, then partners across the organization to develop and implement innovative, scalable solutions that streamline event planning and execution without adding unnecessary complexity.

Learn and Be Curious
• Maintain knowledge of current trends and innovations in the meetings and events industry.

Have Backbone Disagree and Commit
• Make difficult decisions while maintaining relationships

A day in the life
Daily activities include but are not limited to:
- Daily leadership of all regional onsite Service Delivery teams across the region, ensuring that all agreed SLAs and service standards are met.
- Act as point of escalation for all in region event service delivery issues.
- Drive operational excellence across teams.
- Lead and develop a global high-performing strategic team through effective management, mentoring and professional development while fostering a culture of continuous improvement
- Influence cross-functional partners and senior leadership
- Utilize Business Intelligence and Data Analytic tools to uncover hidden value

About the team
We’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders.

Amazon Meetings and Events (AM&E) supports all Amazon event owners in achieving their business objectives. Whether the event is large or small; simple or complex; meetings/events are hosted within a corporate office, a conference center, hotel or a mix; our goal is to make it easier. We do that by reducing costs, mitigating risks and enabling efficiencies, all while ensuring we facilitate the event owner’s ability to focus on the content not the logistics.

BASIC QUALIFICATIONS

• College degree or equivalent work experience.
• Min. 7 years of in Event Management or related Program Management role.
• Operations management or supervisory experience with a team of 5+
• English business communication level (speaking, reading, writing)
• Subject Matter Expert managing events across campus and remote environments
• Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint
• Intermediate to advanced user-experience with common Meeting Management technology.
• Proven ability to define and execute change strategies.
• Experience with cross-functional teams to dive deep and find solutions to complex problems.
• Experience communicating with technical and non-technical stakeholders.
• Demonstrated ability to think strategically and successfully execute tactics.
• Experience working in either meetings and events held within corporate facilities or held at non-corporate facilities (hotels, conference centers, etc.).

PREFERRED QUALIFICATIONS

• Meeting planning, strategic sourcing, or hospitality experience.
• CMP (Certified Meeting Professional) or other industry certification valued.
• Strategic Meetings Management Program (SMMP) experience desirable in either 3rd Party or buyer role.
• International meeting & event experience valued.
• Japanese language skills
• Microsoft Visio or CAD experience preferred.
• Advanced user-experience with common Meeting Management technology is a plus.
• Bonus: 3rd-Party vendor/agency experience with direct account management, operations, and/or customer interface.


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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.