Senior Service Delivery Lead – Order Management Excellence

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

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.