• Service Delivery Manager

    Location(s) US
    Contract Type
    Perm Full-Time
  • About the Role



    The holder of this position has the primary objective of managing the delivery of assessment services within their region for their assigned sector(s). To achieve this objective, the Service Delivery Manager (SDM) will need to build optimal assessment services capacity, competence and productivity, complying with scheme rules and regulations, and will need to continuously develop professional customer relationships.

    The SDM also has ownership of regional revenue and gross profit targets, and will assist the Service Delivery Director in proposing and monitoring forecasts, budgets and strategic plans and work in conjunction with Commercial, Operational and Finance leadership teams as required.

    The role will exercise commercial acumen, leading by example on managing client relationships and identifying market opportunities for actual and future business developments.


    The position is home based but will require regular travel to our headquarters in Herndon, VA to foster collaboration between and among various business functions and within their region. It is expected that SDM’s own delivery days are planned by the SDM and are designed to support client relationships, knowledge and competence within their region.


    Essential Responsibilities:


    The SDM will directly lead the assessment delivery team (Client Managers and External Resources) in their assigned region, with 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

    Drive professional excellence: acting as an evangelist of our brand promise of “making excellence a habit” and guided by our business values (integrity, continuous improvement and inclusivity), shall be an effective leader and communicator to assure that our operational workforce are engaged, motivated, developed, trained, mentored, empowered and periodically evaluated to achieve individual and group goals that support the business strategies.


    • 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 their region.
      • 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
    • Support Sector Growth: interact internally and externally to accelerate market penetration and assure business growth, which includes supporting the Service Delivery Director with:
      • Provision of product and sector knowledge, portfolio information and data to support budget and strategic plan preparation
      • Leading or supporting the implementation of scheme changes, transitions and business cases in your area of expertise
      • Supporting the definition of product positioning, proposition and messaging, creating and writing articles, press releases, papers and/or collaterals
      • Acting as spokesperson where product expertise and positioning is required
      • Working collaboratively with sales leadership to support the development of competence and motivation with regard to product knowledge
      • Working collaboratively with Technical and Regulatory leaders to assure that scheme rules are effectively implemented in a practical and effective manner



    About You




    • 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




    • At least 10 years of relevant progressive professional work experience, including a minimum of:
    • 2 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




    • 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




    • 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



    • Required to conduct frequent domestic within their region and occasional 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.)




    • English as a minimum
    • Ability to read, understand and/or speak Spanish, French and/or Portuguese a plus




    About BSI

    Our ambition is to be recognized and valued globally as a best-in-class company; a client-driven, efficiently-run, growing business.  BSI has come a long way since being founded in 1901. Today, we're a global business services organization, respected world over for the development of standards; assessment of management systems; testing and certification of products and services; providing software solutions; and the delivery of training courses. We offer diverse career paths from auditing to sales, product development to finance, and from IT to marketing.


    With around 4,000 employees working with over 80,000 clients in 172 countries it means that career opportunities are vast. BSI challenges mediocrity and complacency to help embed excellence into the way people and products work. That means showing businesses how to improve performance, reduce risk and achieve sustainable growth.


    Our Vision: "To be the global business improvement partner of choice.”

    Our Mission: "To help organizations embed excellence", and states our shared purpose.

    Our Values: "Integrity - Continual improvement - Inclusivity", guide us in the way we work and help us deliver our Vision and Mission.


    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 paid time off.


    BSI is an Equal Opportunity Employer and we are committed to diversity.



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