Managing Service Delivery Manager

Capgemini; Aguascalientes; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Capgemini in Mexico is seeking an experienced Service Delivery Manager – Order Management to lead end-to-end O2C service delivery across markets. You will manage a team of Customer Service Representatives, ensure accurate order processing, and maintain compliance with export and commercial regulations.

The role emphasizes process standardization, KPI tracking, and collaboration with Sales, Finance and Logistics to deliver operational excellence and measurable business value.

Formación

• Significant experience in Customer Service, Order Management or Supply Chain operations.
• Experience leading teams and coaching to improve performance.
• Strong KPI, dashboards and data-driven decision making.
• Knowledge of export processes, trade docs and receivables concepts.

Responsabilidades

• Lead and develop a team of CSRs to ensure timely order-to-delivery execution.
• Oversee daily service delivery, invoicing accuracy, and receivables monitoring.
• Drive process standardization and continuous improvement with cross-functional partners.
• Monitor KPIs and SLAs, drive corrective actions and governance.

Conocimientos

Leadership

People management

KPIs & dashboards

Cross-functional collaboration

Analytical thinking

Communication skills

Power BI

Educación

Lean Six Sigma

PMP

Descripción del empleo

General InformationService Delivery Manager - Order Management (D1 Grade)Role SummaryWe are seeking an experienced Service Delivery Manager – 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.Key ResponsibilitiesLead and develop a team of Customer Service Representatives to ensure timely, accurate, and compliant order-to-delivery execution across assigned markets.Oversee daily 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.Your profileSignificant experience in Customer Service, Order Management or Supply Chain operations, including operations coordination responsibilities.Strong understanding of export processes, commercial documentation and basic accounting / receivable management concepts.Proven leadership and people-management ability, with a track record of coaching teams and improving performance.Analytical and problem-solving mindset, with experience using KPIs, dashboards or data insights to optimize service quality.Excellent communication and cross-functional collaboration skills, able to work effectively with Sales, Finance, Logistics, and external partners.Ability to adapt to change, implement improvements, and drive operational excellence in a dynamic, customer-focused environment.Preferred SkillsExperience in Global Business Services (GBS) or Shared Services environments.Certification in Lean, Six Sigma, PMP, or related operational excellence methodologies.Exposure to automation tools, workflow solutions, AI, and digital transformation initiatives.Experience in business process transitions and transformations.Knowledge of customer contractual requirements, order governance, and compliance frameworks.Advanced reporting and analytics experience using Power BI or similar BI platforms.Key CompetenciesLeadership and people managementStrategic thinking and decision-makingStakeholder and relationship managementGovernance and risk managementBusiness and financial acumenContinuous improvement mindsetSuccess MeasuresAchievement of SLA/KPI targets and service excellenceImproved customer satisfaction and stakeholder engagementStrong team performance, engagement, and retentionSuccessful delivery of transformation and automation programsStrong governance, compliance, and audit outcomesMeasurable business value creation and operational efficiency improvements