Senior Coordinator of Service Delivery Management - GBS Americas

Job description

Company Description SGS is the world’s leading company in inspection, verification, testing, training, and certification. It is recognized as the global benchmark for quality and integrity, with over 95,000 employees and a network of more than 2,400 offices and laboratories around the world. Job Description We are seeking a dynamic and strategic Senior Coordinator of Service Delivery Management to lead customer service operations within our Global Business Services (GBS) organization. This role is pivotal in enhancing customer experience, driving continuous improvement, and implementing cutting-edge technologies to optimize service delivery across global business units. Key Responsibilities Customer Service Management: Lead and coordinate global customer service operations, ensuring high-quality standards and customer satisfaction. Manage teams, resolve issues efficiently, and monitor KPIs (NPS, SLAs). Process Optimization & Automation: Drive continuous improvement using Lean, Six Sigma, and Kaizen. Implement RPA, AI, and chatbots to streamline operations and reduce costs. Performance Analysis & Reporting: Monitor service KPIs, generate performance reports, and apply advanced analytics to anticipate customer needs and trends. Cross-functional Collaboration & Leadership: Partner with finance, HR, IT, and other GBS functions to align service strategies. Lead change management initiatives and foster a culture of innovation and excellence. Technology & Tools Management: Oversee the deployment of digital tools and platforms, ensuring seamless integration and operational efficiency. Qualifications Education: Bachelor’s degree in Business Administration, Industrial Engineering, Computer Science, AI, or related fields. Master’s degree preferred. Experience: 5–7 years in customer service management, ideally within GBS or multinational environments. Technical Skills: Advanced Microsoft Office Hands-on experience with RPA, AI, chatbots CRM and ticketing systems Data analytics tools (Excel, Power BI, Tableau) Project management in tech-driven environments Languages: English proficiency at B2+ or C1 level. Additional Information 📅 Schedule: Monday to Friday 🏢 Modality: On-site (Presential) 💰 Salary: COP $10,000,000 monthly