Service Delivery Manager (High Value)

Service Delivery Manager (High Value)

Responsibilities

• Service Performance
  • Oversee end‑to‑end transportation service delivery to ensure on‑time pickup, transit, and delivery of high‑value cargo.
  • Monitor daily operational KPIs, on‑time delivery (OTD), dwell time, route compliance, exception rate, and drive continuous improvement initiatives.
  • Coordinate with operations, customer service, and logistics control towers to resolve service disruptions quickly and effectively.
  • Conduct root‑cause analysis of service failures and implement corrective and preventive actions.
  • Lead regular performance reviews with internal teams and external partners to maintain alignment on service goals.
  • Ensure adherence to contractual service levels and raise systemic performance gaps.
• Security
  • Maintain strict compliance with company security policies and regulatory requirements for high‑value domestic cargo movement.
  • Implement and monitor cargo‑security protocols, including seal integrity, secure parking, driver vetting, and real‑time tracking.
  • Participate in investigation of security incidents such as theft, tampering, or unauthorized route deviations.
  • Work closely with security operations teams to enhance GPS/geofence monitoring and threat‑response procedures.
  • Provide training and guidance to vendors and internal staff on security best practices for high‑value freight.
  • Ensure chain of custody requirements are upheld throughout every stage of transit.
• Data
  • Ensure accuracy, completeness, and timeliness of transportation data across TMS, telematics, and customer‑facing systems.
  • Validate that all shipments have correct geolocation data, timestamps, and required documentation.
  • Drive data‑quality audits and partner with IT/analytics teams to resolve systemic data‑integration issues.
  • Monitor EDI/API performance with carriers and partner with IT staff to resolve quickly.
  • Use data insights to identify trends, performance risks, and improvement opportunities.
• Vendor Procurement & Performance Management
  • Support evaluation, selection, and onboarding of transportation vendors qualified to handle domestic high‑value cargo.
  • Lead or contribute to RFP/RFQ processes, ensuring vendors meet operational, security, and compliance criteria.
  • Collaborate with procurement to negotiate rates, terms, and service level agreements.
  • Conduct quarterly business reviews with carriers, covering performance, safety, incident history, and compliance adherence.
  • Maintain an approved vendor list and ensure all partners have current insurance, certifications, and compliance documents.
  • Drive vendor improvement plans when performance or security standards fall below expectations.
• Performs other duties as assigned.
• Complies with all policies and standards.
• The wage range for this position is $80,260.00‑$170,690.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

Qualifications

• Education
  • Bachelor's Degree in business administration, logistics, supply chain or a related field (required).
  • Master's Degree (preferred).
• Experience
  • 7+ years experience in service delivery, logistics operations, supply chain, or related fields (required).
  • 2+ years work experience coordinating across customer solutions, air operations, trucking networks (preferred).
  • 2+ years work experience in quoting routing and freight brokerage (preferred).
• Knowledge, Skills, and Abilities
  • MS Excel, MS PowerPoint – Medium.
  • Cargowise – High.
  • Strong communication, problem‑solving, and customer‑facing skills – Medium.
  • Ability to manage complex, time‑critical operations with multiple stakeholders – Medium.

Benefits

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k), and Tuition Reimbursement. You may also be eligible for up to 10–20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, 6 company holidays (plus Veterans Day for Veterans) annually.

Equal‑Opportunity Employer

AIT Worldwide Logistics is an Equal Opportunity Employer – Men/Women/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at ext 5218.