About Us
We are a fast-growing, founder-led retail company with five dynamic and expanding brands. Our mission is simple yet powerful: to give back to our communities and make the world a better place. With operations in 37 states (and growing), we are driven by purpose, powered by entrepreneurial spirit, and committed to delivering an outstanding experience for our guests and associates.
Our Mission
"Stand Out. For Good". Those four words are more than just our motto; they are why we exist. From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need.
The Opportunity
The role of the Service Delivery Manager is to ensure that value is achieved as anticipated from the outsourced relationships and services managed internally. In particular, to ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized.The SDM manages the performance reporting in a sourced environment for the services and monitors the compliance of the Supplier against Services Agreement Service Level Agreements (SLA) across SOFG. This includes regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed. In particular, to ensure that service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction.
Key Responsibilities
The Service Delivery Manager will meet frequently in regularly-scheduled management meetings with the Supplier to review:
Minimum requirements:
Ability to be firm but fair with regard to operational deliverables
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