Senior Coordinator of Service Delivery Management at SGS

Bogotá, Bogota D.C., Colombia -

Full Time

Start Date

Immediate

Expiry Date

24 Dec, 25

Salary

10000000.0

Posted On

25 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Management, Process Optimization, Automation, Lean, Six Sigma, Kaizen, RPA, AI, Chatbots, Data Analytics, CRM Systems, Ticketing Systems, Project Management, Microsoft Office, Performance Analysis, Cross-functional Collaboration, Change Management

Industry

Professional Services

Description

Company Description SGS es el líder mundial en inspección, verificación, análisis, capacitación y certificación. Es considerada como el principal referente mundial en calidad e integridad, contamos con más de 95.000 colaboradores y una red de más de 2.400 oficinas y laboratorios por el mundo. Job Description We are seeking a dynamic and strategic Senior Coordinator of Service Delivery Management to lead customer service operations within our Global Business Services (GBS) organization. This role is pivotal in enhancing customer experience, driving continuous improvement, and implementing cutting-edge technologies to optimize service delivery across global business units. Key Responsibilities Customer Service Management: Lead and coordinate global customer service operations, ensuring high-quality standards and customer satisfaction. Manage teams, resolve issues efficiently, and monitor KPIs (NPS, SLAs). Process Optimization & Automation: Drive continuous improvement using Lean, Six Sigma, and Kaizen. Implement RPA, AI, and chatbots to streamline operations and reduce costs. Performance Analysis & Reporting: Monitor service KPIs, generate performance reports, and apply advanced analytics to anticipate customer needs and trends. Cross-functional Collaboration & Leadership: Partner with finance, HR, IT, and other GBS functions to align service strategies. Lead change management initiatives and foster a culture of innovation and excellence. Technology & Tools Management: Oversee the deployment of digital tools and platforms, ensuring seamless integration and operational efficiency. Qualifications Education: Bachelor’s degree in Business Administration, Industrial Engineering, Computer Science, AI, or related fields. Master’s degree preferred. Experience: 5–7 years in customer service management, ideally within GBS or multinational environments. Technical Skills: Advanced Microsoft Office Hands-on experience with RPA, AI, chatbots CRM and ticketing systems Data analytics tools (Excel, Power BI, Tableau) Project management in tech-driven environments Languages: English proficiency at B2+ or C1 level. Additional Information 📅 Schedule: Monday to Friday 🏢 Modality: On-site (Presential) 💰 Salary: COP $10,000,000 monthly

Responsibilities

Lead and coordinate global customer service operations to ensure high-quality standards and customer satisfaction. Drive continuous improvement and implement technologies to optimize service delivery across global business units.