Service Delivery Manager
Herndon, VA Herndon, VA Full-time Full-time $98,800 - $148,200 a year $98,800 - $148,200 a year Essential
Responsibilities:
The Manager will directly lead, Client Managers and Associate Auditors in the automotive sector with direct responsibility to:
Build capacity:
assure availability of resources to deliver assessment services demand at optimum cost, including but not limited to the:
Periodic review of operational resource planning, defining quantity, mix and optimum locations of assessment services teams Hiring and development of assessors Reduction of hire-to-delivery lead-times (improve onboarding process) Build competence:
assure that assessors are competent, which includes:
Expansion of assessor competence (e.
g.
deeper expertize knowledge and/or multi-scheme qualification) to improve assessment services value proposition and market differentiation and/or to optimize delivery flexibility Improvement of service quality, reducing errors, technical failures, and rework Improve productivity:
assure that all full time assessors (client managers) availability are utilized to maximize efficiency, working in collaboration with Planning Manager to:
Ensure the service demand delivery, on time and at an optimum cost Achieve high productivity targets for full time assessors (billable days delivered / client managers) Localize teams to minimize travel time and cost Develop professional customer relationship:
assure that clients are on the center of our management decisions, including the:
Management of all assessment/certification projects and client interaction inside the sector Delivery of robust, independent and professional assessment services Facilitation of new clients on-boarding Resolution of client issues, complaints and possible appeals in a timely and effective manner Improvement of client feedback GCSS - Global Customer Satisfaction Survey score and NPS - Net Promoter Score Increase in customer retention, reducing attrition Education/
Qualifications:
Bachelor's degree in Engineering, Business Administration or equivalent.
Alternatively, equivalent relevant work experience in professional services industry (e.
g.
management system and/or product assessment, or consultancy services) or sector specific industry (automotive, aerospace or medical devices, respectively) Lead Assessor qualification or relevant sector professional qualification inside specific industry (automotive, aerospace or medical devices, respectively) is a plus MBA, MS, MA or any advanced degree is a plus Experience At least 10 years of relevant progressive professional work experience, including a minimum of:
5 years of people management experience 2 years of professional services experience (e.
g.
auditing, consulting, training) Proven track records of effectively managing a virtual/technical/professional workforce Skills:
Proven ability to achieve and deliver results through driving improvements in organizational effectiveness and performance with limited supervision Excellent oral, written and interpersonal communication skills and the ability to communicate to all levels of management Ability to consolidate ideas, be fact-based, data-driven, with strategic clarity and commercial awareness Ability to multi-task and manage people, projects and initiatives against multiple competing priorities of customers and business process, on schedule and within budget Must be self-motivated and proactive, working in complex organization scenarios Knowledge:
Deep knowledge of market, including technological innovations and business trends Deep knowledge of management systems standards inside your expertise sector Good understanding of regulatory/accreditation area, including schemes management Comprehensive knowledge of people, projects and global accounts management, and resources constrains Knowledge of operational systems, implications of delivery on budget/profitability Employee orientation, training plan creation and staff competency review process Knowledge of BSI organization, processes, systems and interfaces a plus Travel:
Required to conduct frequent domestic and international travels within the USA, Canada, Mexico, Brazil, and to any Country inside the Americas that BSI maintains offices, clients and/or business expansion plans within the sector.
50% traveling is expected (by land, air, etc.
) Language:
English as a minimum Ability to read, understand and/or speak Spanish, French and/or Portuguese a plus Physical Requirement:
The physical demands of this role are primarily associated with travel (including the need to have a valid license to drive a car) and the carrying/lifting of luggage Ability to sit for extended periods Must have manual dexterity to operate computer keyboard and standard office equipment What we offer:
BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company-paid life insurance, 11 paid holidays and 4 weeks of paid time off.
Our Excellence Behaviours:
Client-centric, Agile, Collaborative.
These three behaviours represent how we do things at BSI.
They help us ensure that BSI is a great place to work and a highly successful business.
BSI is an Equal Opportunity Employer and we are committed to diversity.
BSI is conducting face-to-face interviews where appropriate and possible.
If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.
Job Type:
Full-time Pay:
$98,800.
00 - $148,200.
00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Schedule:
8 hour shift Monday to Friday Ability to commute/relocate:
Herndon, VA:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
The Manager will directly lead, Client Managers and Associate Auditors in the automotive sector with direct responsibility to:
Build capacity:
assure availability of resources to deliver assessment services demand at optimum cost, including but not limited to the:
Periodic review of operational resource planning, defining quantity, mix and optimum locations of assessment services teams Hiring and development of assessors Reduction of hire-to-delivery lead-times (improve onboarding process) Build competence:
assure that assessors are competent, which includes:
Expansion of assessor competence (e.
g.
deeper expertize knowledge and/or multi-scheme qualification) to improve assessment services value proposition and market differentiation and/or to optimize delivery flexibility Improvement of service quality, reducing errors, technical failures, and rework Improve productivity:
assure that all full time assessors (client managers) availability are utilized to maximize efficiency, working in collaboration with Planning Manager to:
Ensure the service demand delivery, on time and at an optimum cost Achieve high productivity targets for full time assessors (billable days delivered / client managers) Localize teams to minimize travel time and cost Develop professional customer relationship:
assure that clients are on the center of our management decisions, including the:
Management of all assessment/certification projects and client interaction inside the sector Delivery of robust, independent and professional assessment services Facilitation of new clients on-boarding Resolution of client issues, complaints and possible appeals in a timely and effective manner Improvement of client feedback GCSS - Global Customer Satisfaction Survey score and NPS - Net Promoter Score Increase in customer retention, reducing attrition Education/
Qualifications:
Bachelor's degree in Engineering, Business Administration or equivalent.
Alternatively, equivalent relevant work experience in professional services industry (e.
g.
management system and/or product assessment, or consultancy services) or sector specific industry (automotive, aerospace or medical devices, respectively) Lead Assessor qualification or relevant sector professional qualification inside specific industry (automotive, aerospace or medical devices, respectively) is a plus MBA, MS, MA or any advanced degree is a plus Experience At least 10 years of relevant progressive professional work experience, including a minimum of:
5 years of people management experience 2 years of professional services experience (e.
g.
auditing, consulting, training) Proven track records of effectively managing a virtual/technical/professional workforce Skills:
Proven ability to achieve and deliver results through driving improvements in organizational effectiveness and performance with limited supervision Excellent oral, written and interpersonal communication skills and the ability to communicate to all levels of management Ability to consolidate ideas, be fact-based, data-driven, with strategic clarity and commercial awareness Ability to multi-task and manage people, projects and initiatives against multiple competing priorities of customers and business process, on schedule and within budget Must be self-motivated and proactive, working in complex organization scenarios Knowledge:
Deep knowledge of market, including technological innovations and business trends Deep knowledge of management systems standards inside your expertise sector Good understanding of regulatory/accreditation area, including schemes management Comprehensive knowledge of people, projects and global accounts management, and resources constrains Knowledge of operational systems, implications of delivery on budget/profitability Employee orientation, training plan creation and staff competency review process Knowledge of BSI organization, processes, systems and interfaces a plus Travel:
Required to conduct frequent domestic and international travels within the USA, Canada, Mexico, Brazil, and to any Country inside the Americas that BSI maintains offices, clients and/or business expansion plans within the sector.
50% traveling is expected (by land, air, etc.
) Language:
English as a minimum Ability to read, understand and/or speak Spanish, French and/or Portuguese a plus Physical Requirement:
The physical demands of this role are primarily associated with travel (including the need to have a valid license to drive a car) and the carrying/lifting of luggage Ability to sit for extended periods Must have manual dexterity to operate computer keyboard and standard office equipment What we offer:
BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company-paid life insurance, 11 paid holidays and 4 weeks of paid time off.
Our Excellence Behaviours:
Client-centric, Agile, Collaborative.
These three behaviours represent how we do things at BSI.
They help us ensure that BSI is a great place to work and a highly successful business.
BSI is an Equal Opportunity Employer and we are committed to diversity.
BSI is conducting face-to-face interviews where appropriate and possible.
If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.
Job Type:
Full-time Pay:
$98,800.
00 - $148,200.
00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Schedule:
8 hour shift Monday to Friday Ability to commute/relocate:
Herndon, VA:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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