Be a part of a revolutionary change
 

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to deliver a smoke-free future.

 

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly new directions.
 

You’ll have the opportunity to make an impact. PMI’s shift from selling cigarettes to our new smoke-free products has changed the way we work. New products bring new challenges – in the way we source and buy raw materials, in the way we engineer and manufacture, and in our supply chain planning.
 

Bring us your curiosity and a desire to challenge every day, and we’ll give you lots of responsibility. You’ll help us improve, inject innovation, and create new ways of working. You’ll be solving supply chain problems that span the whole world: a smoke-free world.

 PURPOSE OF THE ROLE:

 

The Service Delivery Manager is responsible for overseeing and managing the delivery of services to customers. This role ensures that services are delivered efficiently, meet the agreed-upon standards, and align with the company's objectives. The Service Delivery Manager will lead a team, manage relationships with external partners, manage TPMs and 3PL, and drive continuous improvement initiatives.

 

YOUR ’DAY TO DAY’:

 

Service Delivery Management:Act as the primary interface between the company and Maghreb (Morocco, Algeria, Tunisia and Libya) customers for all service delivery matters: Order Management, Order Fulfillment, Documentation, Logistics, and ClaimsEnsure timely and accurate delivery of services in accordance with customers’ agreements with PMI affiliates and factoriesMonitor service performance and implement corrective actions as needed.TPM Management: Supply Planning activities with partners, Suppliers Management, and risk managementStock Management and Warehouse Management3PL Selection and managementTeam Leadership:Lead and manage the service delivery team, including recruitment, training, and performance management.Conduct regular one-on-one meetings and team meetings to ensure alignment and address any issues.Foster a positive and collaborative team environment.Customer Relationship Management:Build and maintain strong relationships with customers, understanding their needs and expectations.Address customers’ concerns and escalating issues as necessary to ensure customer satisfaction.Conduct regular reviews with customers to discuss service performance and identify improvement opportunities.Track and Trace adherence and complianceProcess Improvement:Identify and implement process improvements to enhance service delivery efficiency and effectiveness.Lead projects related to cost efficiency and service optimization.Ensure compliance with company policies and industry regulations.Financial Management:Prepare and manage the service delivery budget in collaboration with the finance team.Monitor and control costs to ensure financial targets are met.Provide regular financial reports and updates to management.Quality and Risk Management:Ensure that all services are delivered in compliance with quality standards and regulatory requirements.Develop and implement risk management strategies to mitigate potential issues.Conduct regular audits and assessments to ensure continuous improvement.Collaboration and Consultancy:Collaborate with internal departments and external partners to ensure seamless service delivery.Provide consultancy and support to customers on service-related matters.Participate in global and local initiatives to achieve company objectives.Sustainability Strategy implementation

 

WHO WE’RE LOOKING FOR:

Qualifications:Bachelor’s degree in engineering, Supply Chain Management, Logistics or a related field.At least 10 years of experience in service delivery, logistics, customer service or supply chain management.Proven experience in managing teams and delivering high-quality services.Strong communication and interpersonal skills.Fluent in English, Arabic and FrenchProficient in Microsoft Office applications (Excel, Word, PowerPoint, Outlook, PowerBI).Competencies:Action OrientedCustomer FocusIntegrity and TrustPeer RelationshipsDeveloping Direct ReportsDirecting OthersConflict ManagementStrategic AgilityBusiness AcumenInnovation ManagementWork Environment:

This role may require occasional travel. The Service Delivery Manager will work in a fast-paced environment and must be able to handle multiple priorities simultaneously.

 

WHAT WE OFFER:
 

Our success depends on the people who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

 

Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment, and explore.Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.Pursue your ambitions and develop your skills with a global business – our staggering size and scale provide endless opportunities to progress.Take pride in delivering our promise to society: to deliver a smoke-free future worldwide.