Service Delivery Manager - New York Metropolitan area

About us :

Our vision is to be the source of truth in global supply chains. To achieve this, we work with some of the world's largest and most valuable brands to support their ESG commitments, reduce the risk of fraud and unethical practices, and protect their reputations.

As a global leader in product verification, we have locations in Auckland, Dunedin, London, Singapore and Washington, D.C.

In simple terms, Oritain collects samples for a growing database of products. This evolving database of geographically significant sources provides reference data for both genuine and risk origins.

We then use these samples to establish a fingerprint of origin and compare the results of unknown samples against these to verify provenance.

Doing this increases our clients' value by effectively identifying fraudulent behaviour in their supply chain. Our Service Delivery Managers are pivotal to the success of our services.

Are you someone who loves making sure things run smoothly and on time? We're looking for a Service Delivery Manager who can be the driving force behind delivering a successful service to our clients.

In this role, you will oversee the adoption and delivery process of the post-sales program. You will work closely with customers to provide training on sample collection, guide them through operational workflows, and ensure they utilise the appropriate tests.

You'll manage a portfolio of clients at a time, focusing on delivering the contracted services.

If you're looking to join a mission-driven company and want a role with a real purpose, look no further. We're looking for someone based in or around the New York metropolitan area.

This is a hybrid role. You will predominantly work from your home office and potentially work from our Shared office space in downtown NY one day a week.

What You'll be doing :

• Ensure delivery : You'll make sure everything we promised in contracts and program plans gets delivered, no excuses.
• Data and Sample Integrity : Ensure all samples are collected under Oritain's sampling guidelines and all associated data is handled accurately.
• Stay Connected : You'll be the go-to person, staying in touch with clients and our internal teams to catch any issues before they become problems.
• Keep the Momentum Going : When obstacles pop up, you'll knock them down and keep everyone moving forward.
• Plan : You'll lead the charge on planning, spotting potential roadblocks early, keeping everything running smoothly across all services and planning your work daily and longer-term to meet operational targets.
• Build Relationships : You'll connect us, partners, and clients, ensuring we work together seamlessly.
• Work with the Team : You'll collaborate with different teams to ensure we meet our client obligations. (Sales, Product delivery, software and development, to name a few)
• Manage Logistics : Work with our nominated collection agents to ensure the effective and efficient global movement of collected samples.
• Focus on Outcomes : It's all about meeting timelines and milestones while constantly looking for ways to improve. Ensuring operational outcomes meet our quality expectations.
• Communicate Clearly : You'll update everyone affected or involved in this process with up-to-date schedules and progress reports.
• Monitor Performance : Monitor our progress and address any risks or delays as soon as they arise.
• Adhere to standards : Follow workflow protocols, delivery project management and sample procedures.

Requirements

What We're Looking For :

• At least 3-5 years in a service delivery, project or account management / Customer success role
• Excellent knowledge and experience of Microsoft business tools (email, outlook, Excel and PowerPoint). A minimum of intermediate level of Excel proficiency is required.
• Prior experience in one / mixture of the following field / s : Account Management, Delivery Management, Project Management, Logistics, Science / Laboratory, Data Management
• A flexible and adaptable interpersonal style to influence others to share ideas and problem-solve
• Demonstrated resiliency and ability to work under pressure
• A strong team player
• Excellent written and verbal communication skills in English are critical.
• Project management certifications are highly advantageous
• A team player who's comfortable working with different departments.
• Someone who gets lean principles and knows how to keep improving things.
• This role is primarily remote, with the potential for working out of a shared office space once a week. Some regional and international travel may be required.

Benefits

What we can offer

• 35 days PTO (includes US public holidays)
• Medical Insurance
• Dental and Vision cover
• 401K
• Life Insurance and AD&D
• Enhanced Maternity leave

The salary range for this role is $85,000 - $100,000 per annum, based on the successful candidate's experience.