Senior Coordinator of Service Delivery Management - GBS Americas

sgs· Shared Services Center
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📍 Bogotá📍 Bogotá, Bogotá, Colombia📍 coFull time

About this role

Company Description

SGS is the world’s leading company in inspection, verification, testing, training, and certification. It is recognized as the global benchmark for quality and integrity, with over 95,000 employees and a network of more than 2,400 offices and laboratories around the world.

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

Frequently Asked Questions

Is the salary disclosed for the Senior Coordinator of Service Delivery Management - GBS Americas position at sgs?
The salary for this Senior Coordinator of Service Delivery Management - GBS Americas role at sgs is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Coordinator of Service Delivery Management - GBS Americas position at sgs located?
This Senior Coordinator of Service Delivery Management - GBS Americas role at sgs is based in Bogotá, Bogotá, Bogotá, Colombia, co. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Coordinator of Service Delivery Management - GBS Americas role at sgs full-time or part-time?
This is listed as a Full time position. It is posted as a Senior Coordinator of Service Delivery Management - GBS Americas role in the Shared Services Center department at sgs.
Which team or department does the Senior Coordinator of Service Delivery Management - GBS Americas at sgs belong to?
This Senior Coordinator of Service Delivery Management - GBS Americas position is part of the Shared Services Center department at sgs. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Coordinator of Service Delivery Management - GBS Americas position at sgs?
Click the "Apply Now" button on this page. You will be redirected to sgs's official application portal hosted on smartrecruiters where you can submit your application directly.
When was the Senior Coordinator of Service Delivery Management - GBS Americas job at sgs posted?
This Senior Coordinator of Service Delivery Management - GBS Americas position at sgs was posted on Sep 25, 2025. Apply as soon as possible — early applications are often reviewed first.
Senior Coordinator of Service Delivery Management - GBS Americas
sgs
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