Service Manager, Mailroom Operations

XBP Global; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

XBP Global is seeking a Service Manager of Mailroom Operations to oversee delivery of services to clients in New York. You will lead a team of service delivery professionals, shape service strategies, and collaborate with sales, operations, and support to ensure client success.

Responsibilities include end-to-end service delivery, KPI/SLAs, and continuous improvement while maintaining SOX compliance and budget adherence. Strong leadership and strategic thinking are essential.

Qualifications

• 7–10 years in service delivery management or client relations.
• Proven ability to lead service delivery teams and meet client expectations.
• Excellent communication and stakeholder management.
• Bachelor's degree in business or related field.

Responsibilities

• Lead end-to-end service delivery for assigned clients.
• Develop and implement service delivery strategies and initiatives.
• Coach and mentor service delivery teams.
• Collaborate with sales, operations, and support to ensure seamless service delivery.
• Define and monitor KPIs, SLAs, and metrics.
• Prepare regular reports for senior management and clients.
• Support SOX compliance and budgeting processes.
• Remote site management and cross-functional coordination.

Skills

Leadership

Client relationships

Communication

Strategic thinking

Team management

Problem solving

Multi-tasking

Decision making

Attention to detail

Adaptability

Education

Bachelor's in Business Admin

Tools

ServiceNow

MS Office

Job description

As a Service Manager of Mailroom Operations, you will be responsible for overseeing the delivery of high-quality services to our clients, ensuring their satisfaction and success. You will lead a team of service delivery professionals, develop and implement service strategies, and collaborate with internal stakeholders to optimize service delivery processes. This role requires strong leadership skills, strategic thinking, and a commitment to delivering exceptional service to our clients.

• Lead and manage the end-to-end delivery of services to assigned clients, ensuring alignment with their business goals, objectives, and requirements
• Develop and implement service delivery strategies, plans, and initiatives to meet client needs, drive value, and enhance overall satisfaction
• Manage a team of service delivery professionals, providing coaching, mentoring, and guidance to optimize performance and achieve business goals
• Collaborate with cross-functional teams, including sales, operations, and support, to ensure seamless service delivery and address client needs effectively
• Establish and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, to foster collaboration and drive success
• Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and metrics to measure service performance and identify areas for improvement
• Conduct regular service reviews and meetings with clients to review performance, address issues, and identify opportunities for service enhancements
• Drive continuous improvement initiatives to optimize service delivery processes, increase efficiency, and enhance customer satisfaction
• Adhere to Compliance requirements and SOX Reporting
• Manage service delivery projects and initiatives, ensuring timely delivery, quality outcomes, and adherence to budget and scope
• Identify risks and issues impacting service delivery and develop mitigation plans to address them proactively and minimize disruptions
• Prepare and present regular reports, updates, and insights to senior management and clients, summarizing service performance, achievements, and areas for improvement
• Stay informed about industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes
• Foster a culture of accountability, collaboration, and continuous improvement within the service delivery organization, driving employee engagement and development
• Support and review internal Billing, client invoicing
• Remote site management
• Demonstrate commitment to company efforts to achieve a diverse workforce
• Sound judgment and logical decision-making to meet expectations of project scope and deadlines
• Contribution and delivery of Quarterly Business Reviews

Qualification

• Bachelor's degree in business administration, business management, or a related field (or an equivalent combination of education and relevant experience
• Minimum of 7-10 years of experience in service delivery management, client relationship management, or a related field, preferably in the Mail services industry
• Proven track record of successfully managing complex client relationships, leading service delivery teams, and delivering services to meet client expectations and SLSs
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results supporting a Team-based philosophy
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels
• Deep understanding of service management principles and industry best practices for service delivery
• Experience with service management tools and systems, such as ServiceNow or similar platforms
• Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions
• Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment
• Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations
• Ability to work in a demanding, client-focused, team environment
• Proven experience in achieving financial goals related to revenue and profitability and budgetary management (P&L, Budgeting, etc.)
• Experience in Mail Management (Security Screening, USPS, Meter & Postage Management, Third Party Courier) is preferred
• Ability to work independently
• Self-Starter, takes initiatives
• Strong sense of urgency
• Strategic and forward thinking and planning
• Multi-task on several application platforms
• Flexible to the needs to the team and client
• Computer proficiency: MS Word/ Excel/PowerPoint/Outlook/Google Environment/Zoom or similar programs