Service Delivery Manager

Overview

The Service Delivery Manager (SDM) on a day-to-day basis will lead and optimize end-to-end import service operations for high-value, time-critical technology shipments entering the United States and Mexico ensuring on-time delivery. As a central member of our Technology Vertical and Cloud Operations team, this role ensures flawless execution, strict compliance, and a premium customer experience for enterprise cloud infrastructure clients. The SDM serves as the operational owner for performance, customer satisfaction, and continuous improvement across complex logistics flows.

This includes close coordination with global customer solutions, air operations, trucking networks, security teams, and field operations/logistics partners to deliver best-in-class outcomes for enterprise technology customers.

• Compliance, Risk & Security:
  Manage security compliance in alignment with product type, value, and mode.
• Compliance, Risk & Security:
  Lead lane risk assessments, incident management, CAPA root-cause analysis, and preventive controls (e.g., GPS/IoT tracking, seal integrity, tamper-evident measures).
• Compliance, Risk & Security:
  Proactively identify service risks and develop plans to mitigate.
• Planning & Continuous Improvement:
  Develop capacity playbooks for peak launch events (e.g., data center builds).
• Planning & Continuous Improvement:
  Lead cross-functional process improvement initiatives (e.g., final-mile to WG handoff).
• Planning & Continuous Improvement:
  Standardize processes for server rack & high-value component movements.
• Planning & Continuous Improvement:
  Drive continuous improvement efforts in data completeness, accuracy, customer visibility, and capacity expansion.
• Technology & Data:
  Maintain shipment visibility using TMS/WMS, carrier portals, ensure milestone integrity and exception management.
• Technology & Data:
  Manage KPI dashboards, charter OTD cycle time, data quality, and exceptions.
• Technology & Data:
  Drive data quality improvement efforts.
• Customer & Stakeholder Management:
  Act as the single-point-of-contact (SPOC) for enterprise clients in the Technology vertical, driving proactive communication.
• Customer & Stakeholder Management:
  Align service delivery to customer operation schedules (rack build timelines, data center go-live dates).
• Customer & Stakeholder Management:
  Translate customer business goals into service roadmaps; prioritize critical requirements and escalations.
• Coordinate with AIT’s airfreight product, field operations, and warehouse teams globally to meet cut-offs, uplift windows, and service standards.
• Provide guidance and leadership to stations for daily activities and assigned projects or tasks.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education

* Bachelor’s Degree in Supply Chain Management, Logistics, Business Administration, or a related field (required)

Experience

* 7+ years experience in service delivery, logistics operations, supply chain, or related fields (required)

* Work experience with coordinating across global customer solutions, air operations, trucking networks, security teams, and field logistics partners (required)

* Work experience in import operations, international logistics, or cross-border transportation United States and Mexico (preferred)

Knowledge, Skills, and Abilities

* Cargowise High

* Familiarity with customs processes, security protocols, and chain of custody requirements High

* Ability to manage complex, time-critical operations with multiple stakeholders. Medium

* Must have strong communication, problem solving, and customer-facing skills. Medium

* Govern SOPs, SLAs, and KPIs across booking, handling, airport operations, and final mile. High

* MS Word, MS Excel, MS PowerPoint Medium