About the Role The Delivery Manager will lead the Magnit delivery team and act as a role model for excellent client service while delivering on Magnit’s contingent workforce program(s).
The Delivery Manager is responsible for customer service according to SLAs and KPIs, focusing on daily customer operations and team leadership. The Delivery Manager supervises and supports the delivery team and assures the team have the right conditions to provide best-in-class customer service in order to achieve a very high level of customer satisfaction.
The Delivery Manager’s daily activities includes (but are not limited to); oversight of Magnit’s delivery team, monitoring escalations, meeting with client stakeholders and hiring managers and building and maintaining relationships with key suppliers.
What You Will Do
Manage the delivery team, offering guidance and support as needed to maintain a high-performing team
Monitoring SLAs and KPIs
Ensure smooth delivery in all areas of service for your clients, such as contingent workforce management, Statement of Work, Compliance, Worker on/offboarding, and Risk Mitigation
Conduct team performance reviews, goal setting and follow-up on goals throughout the year
Talent grading and wage reviews for delivery team members
Recruitment and training of new team members
Review, and update internal program documentation regularly, such as Standard Operating
Procedures (SOP)
Identifies needs for development of tools and processes
Ensure a strong understanding of client and market dynamics among all team members Participate in required relevant internal training programs
Collaborate with Magnit colleagues across other (client) teams, utilizing support and experience to identify suitable improvements to own client processes and services
Work together with the Program Manager on Internal Account Reviews and Quarterly Business Development Plans. Participate in developing account annual forecasts and monitor the team’s delivery
Identifies opportunities for new service offerings and extensions of existing service offerings to support continued business expansion
Act as a senior advisor
What You Will Need
Bachelor’s degree or equivalent working experience
Excellent communication skills in Dutch and English
Minimum 5 years of working experience with operational responsibility in a relevant industry with at least 1 year experience in people management
Experience in a relevant area such as contingent workforce management, staffing industry operations, procurement, HR/recruiting or customer service
Working knowledge of Dutch local labor and employment laws
Ability to travel to alternative base locations as and when required
Customer-oriented, self-motivated critical thinker with a “Can-Do” attitude!
Strong communication skills and ability to liaise effectively across all layers of the organization
Proactive mindset Excellent organizational skills, able to set priorities, and responsive to requests
Ability to lead, delegate, and inspire.
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