General Information
Service Delivery Manager - Order Management (D1 Grade)Role Summary
We are seeking an experienced Service Delivery Manager – Order Management to lead end-to-end order management service delivery across the Order-to-Cash (O2C) process. The role is responsible for ensuring seamless order processing, customer service excellence, operational performance, stakeholder management, governance, team leadership, and continuous improvement initiatives. The position will drive service excellence while ensuring compliance, process standardization, and business value creation.Key Responsibilities

Lead and develop a team of Customer Service Representatives to ensure timely, accurate, and compliant order-to-delivery execution across assigned markets.

Oversee daily service delivery operations, including order management, export documentation, invoicing accuracy, receivables monitoring and after-sales coordination.
Drive process excellence and operational efficiency by standardizing workflows, improving turnaround times,



and resolving service bottlenecks in collaboration with Supply Chain, Sales, and Finance.
Ensure compliance with trade, export, and commercial regulations, including INCOTERMS, documentation standards, customs requirements, and internal audit controls.
Monitor KPIs and SLAs (order accuracy, delivery performance, stock discrepancies, customer satisfaction, overdue receivables) and implement corrective actions when needed.
Manage escalations and key customer interactions, ensuring timely resolution of issues related to orders, deliveries, stock availability, and billing.
Drive continuous improvement initiatives, identifying risks, proposing innovative solutions and supporting digitalization or automation projects within Customer Service.
Your profile

Significant experience in Customer Service, Order Management or Supply Chain operations, including operations coordination responsibilities.
Strong understanding of export processes, commercial docume

📌 Managing Service Delivery Manager (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes