Service Delivery Manager

1 Month ago • 5-10 Years • Operations

Job Summary

Job Description

The Service Delivery Manager at Google's gTech Ads Content Operations and Testing (ACOT) team will drive day-to-day operations, track key metrics (e.g., customer satisfaction, service level agreements, cost per unit), and ensure business objectives are met. This role requires collaboration with cross-functional stakeholders, including executives, vendor operation teams, Product, Sourcing, GTM, HR, Legal, and Finance. Responsibilities include cost optimization without impacting operations, managing complex projects, and delivering business transformation programs. The ideal candidate will have 5+ years of experience managing warehouse and supply chain operations, along with 5+ years managing third-party logistics relationships. Experience working with executives in a dynamic environment and cross-functional teams is preferred.
Must have:
  • 5+ years warehouse & supply chain operations management
  • 5+ years managing 3rd party logistics relationships
  • Metric tracking & business reporting
  • Cross-functional stakeholder collaboration
  • Cost optimization & business transformation
Good to have:
  • Executive experience
  • Experience with multiple technology partners
  • Global vendor operations management

Job Details


Minimum qualifications:

  • Bachelor's degree in Business, Logistics, Operations, Engineering, a related field, or equivalent practical experience.
  • 5 years of experience in managing warehouse and supply chain operations.
  • 5 years of experience with supervising and managing third-party logistics relationships.

Preferred qualifications:

  • Experience in working with executives in a changing environment, and with cross functional, cross geographical stakeholders.
  • Ability to deliver business transformation programs in a changing environment, and work with multiple technology partners.
  • Ability to deliver priorities of the business.

About the job

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Content Operations and Testing (ACOT) team works with Ads through Expert Raters in Content Operations, Quality Enforcement, Testing and Human Evaluations.Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

Responsibilities

  • Drive planning for day-to-day operations in service of business goals including metrics tracking (e.g., Customer Satisfaction Score, Service Level Agreements, Quality, Average Handling Time (AHT), Total Resolution Time (TRT), Cost per Unit, utilization) and business reporting ensuring metrics goals and business objectives are met.
  • Understand the cost of quality and reduce cost without impacting the operations and business requirements (e.g., Reduce operational leakages, manage utilization, eliminate non-productive activities, cross-site synergies, cross-operations synergies, reduce sub-scale operations by service consolidation, automation, deprecation etc.).
  • Collaborate with cross-functional stakeholders including executives across global vendor operation teams, Product, Sourcing teams, Go-to-Market (GTM), Human Resource (HR), Legal and Finance. Manage tests and difficult conversations.

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