Job Description

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

The Service Delivery Manager I is responsible for overseeing all aspects of contracted site services within Mail Operations. This position ensures operational excellence by driving financial performance, enhancing customer satisfaction, and promoting employee engagement. The SDM serves as the primary client liaison, managing service delivery, optimizing processes, and fostering a productive, positive, and inclusive work environment.

Responsibilities

Financial Performance

• Manage site expenses and control costs to achieve financial targets.
• Analyze asset utilization, performance, and expenditures to identify cost-saving opportunities.
• Ensure compliance with contractual obligations and company financial policies.
• Monitor and report on operational metrics related to budget performance and profitability.

Customer Satisfaction

• Maintain regular communication with client contacts and members of the customer's management team.
• Identify and recommend service enhancements aligned with the customer's business strategies and objectives.
• Utilize proprietary Quality Management tools to monitor service delivery and drive continuous improvement.
• Ensure prompt resolution of client issues and maintain a high standard of service excellence.

Employee Engagement

• Demonstrate ethical leadership that fosters trust, accountability, and collaboration.
• Provide coaching, feedback, and professional development opportunities to team members.
• Conduct performance evaluations fairly and reward employees for innovation, initiative, and excellence.
• Address performance or conduct issues promptly and with professionalism.
• Promote diversity and inclusion through fair and equitable hiring practices.
• Oversee onboarding, training, and ongoing employee skill development.
• Effectively allocate resources to optimize productivity and efficiency across all mailroom operations.

Qualifications

• Education: Undergraduate degree preferred.
• Experience:
• Prior management experience in a multi-service or mail operations environment preferred.
• Proven success achieving financial goals and managing budgets or revenue streams.
• Experience leading teams in a high-volume, fast-paced setting.
• Skills & Competencies:
• Strong customer relationship management and client-facing communication skills.
• Excellent written, verbal, and interpersonal communication abilities.
• Proven analytical and problem-solving skills with a focus on continuous improvement.
• Exceptional planning, prioritization, and organizational skills.
• Ability to make sound decisions and resolve issues independently.
• Demonstrated leadership ability to inspire, coach, and develop employees.
• Computer proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other relevant programs.
• Other Requirements:
• Professional demeanor, integrity, and the ability to represent the company effectively.

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