As a Service Delivery Head at DHL Global Forwarding in Bogotá, Colombia, you will be responsible for strategically and operationally leading the development and control of business and operations within the Service Line/s. Your objective will be to achieve short-term and long-term objectives, focusing on increasing value provided, ensuring operational resiliency, and maximizing effectiveness and efficiency of services in accordance with SLAs. Key Responsibilities - Manage day-to-day operations, ensuring adherence to processes, systems, and schedules to drive service excellence, quality, productivity, and maximize value-add opportunities for Business Partners. - Build and manage relationships with key stakeholders, larger business teams across different countries, overseeing a workforce of 60–70+ employees. - Oversee service delivery for one or more service lines and ensure SLA commitments are met. - Handle escalated customer complaints professionally and effectively, exhibiting proactivity and responsiveness to customer issues. - Provide subject matter expertise to Business Partners and countries on process improvements and best practices. - Identify potential risks in service delivery processes and implement risk mitigation strategies. - Collaborate with cross-functional teams to streamline end-to-end service delivery. - Manage productivity of service lines, leveraging automation capabilities. - Evaluate, implement, and manage operational systems to ensure effective utilization. Stakeholder Management - Establish long-term relationships and alliances with strategic internal and external Business Partners, stakeholders, third parties, and industry partners. - Build understanding of Business Partner requirements, competitor activities, and market trends to influence project direction. - Develop strong, trusting cross-functional relationships within GSC and DGFF senior business leaders. - Champion cooperation and partnership to provide integrated solutions to problems. Management Responsibility - Operational people manager of a local team of 60–70 FTEs (operational and disciplinary management). - Accountable to lead, engage, and develop the local service delivery team. - Member of the Senior Management Team (SMT) of the GSC Bogotá.