Service Delivery Lead - Customer Supply Chain

Job Description

Employment: Outsourced through ManpowerGroup Middle East

Role:

We are seeking a talented and customer-focused Service Delivery Lead to join our Global Travel Retail (GTR) team based in Dubai. This role acts as the binding glue between our internal teams and customers across Africa, ensuring best-in-class service, timely delivery, and proactive issue resolution across the supply chain.

Key Responsibilities:

• Act as the primary liaison between operations and customers, ensuring swift resolution of order-related concerns and minimizing service disruptions.
• Provide real-time visibility on order status, including shipment tracking, estimated arrival times, and escalation of potential delays.
• Analyze stock positions across markets and recommend actions to maintain optimal inventory levels.
• Drive root cause analysis and close service gaps through coordination with supply chain, logistics, and commercial teams.
• Contribute to the improvement of supply chain KPIs by ensuring accurate and timely data in internal systems.
• Lead monthly customer collaboration meetings to review service performance, discuss open issues, align on priorities, and strengthen business relationships.
• Continuously improve order-to-delivery processes and support digital initiatives using tools such as Power BI and other internal tools.

Qualification Requirements:

• Minimum 5 years of professional experience in Service Delivery, Customer Service, or Supply Chain Operations.
• Background in FMCG, Pharma, or Retail, preferably with exposure to Middle East and African markets.
• Strong analytical skills with a problem-solving and data-driven mindset.
• Excellent communication, negotiation, and cross-functional collaboration skills.
• Experience working in a project-based organization.
• Proficient in Excel, PowerPoint, SAP, and ideally Power BI.
• Fluent in English (written and spoken); knowledge of Arabic is an added advantage.