Managing Service Delivery Manager

Capgemini; Aguascalientes; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Capgemini in Aguascalientes, Mexico, seeks an experienced Managing Service Delivery Manager to lead end-to-end Order-to-Cash service delivery across order management. You will drive customer service excellence, governance, and continuous improvement while ensuring compliance and value creation for key markets.

This role requires strong leadership of a customer service team, KPI oversight, and collaboration with Supply Chain, Sales, and Finance to streamline operations and resolve bottlenecks.

Responsabilidades

• Provide direction for opportunity assessments and develop pitch collaterals for executives.
• Lead transformation initiatives and high-criticality projects.
• Build assets and knowledge capital.
• Lead and develop a team of Customer Service Representatives to ensure timely order-to-delivery execution across assigned markets.
• Oversee service delivery operations, including order management, export documentation, invoicing accuracy, receivables monitoring and after-sales coordination.
• Drive process excellence and operational efficiency by standardizing workflows, improving turnaround times, and resolving bottlenecks in collaboration with Supply Chain, Sales, and Finance.
• Ensure compliance with trade, export, and commercial regulations, including INCOTERMS, documentation standards, customs requirements, and internal audit controls.
• Monitor KPIs and SLAs (order accuracy, delivery performance, stock discrepancies, customer satisfaction, overdue receivables) and implement corrective actions when needed.
• Manage escalations and key customer interactions, ensuring timely resolution of issues related to orders, deliveries, stock availability, and billing.
• Drive continuous improvement initiatives, identifying risks, proposing innovative solutions and supporting digitalization or automation projects within Customer Service.

Descripción del empleo

# Managing Service Delivery ManagerAguascalientesApply for this job* Permanent* Executives* Delivery Excellence* ID 527116-en\\_GB## Job DescriptionWe are seeking an experienced Director {Engagement Executive}– Order Management to lead end-to-end order management service delivery across the Order-to-Cash (O2C) process. The role is responsible for ensuring seamless order processing, customer service excellence, operational performance, stakeholder management, governance, team leadership, and continuous improvement initiatives. The position will drive service excellence while ensuring compliance, process standardization, and business value creation.## Job Description - Grade Specific# Key Responsibilities* Provide direction and oversight for opportunity assessments, ownership to develop pitch collaterals and presenting to internal and external executives/stakeholders.* Provide leadership, ownership and accountability to drive transformation initiatives and execute high-criticality transformational projects.* Provide thought leadership to build assets and knowledge capital.* Lead and develop a team of Customer Service Representatives to ensure timely, accurate, and compliant order-to-delivery execution across assigned markets.* Oversee service delivery operations, including order management, export documentation, invoicing accuracy, receivables monitoring and after-sales coordination.* Drive process excellence and operational efficiency by standardizing workflows, improving turnaround times, and resolving service bottlenecks in collaboration with Supply Chain, Sales, and Finance.* Ensure compliance with trade, export, and commercial regulations, including INCOTERMS, documentation standards, customs requirements, and internal audit controls.* Monitor KPIs and SLAs (order accuracy, delivery performance, stock discrepancies, customer satisfaction, overdue receivables) and implement corrective actions when needed.* Manage escalations and key customer interactions, ensuring timely resolution of issues related to orders, deliveries, stock availability, and billing.* Drive continuous improvement initiatives, identifying risks, proposing innovative solutions and supporting digitalization or automation projects within Customer Service.