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Role Description

The Service Delivery Manager (SDM) on a day-to-day basis will lead and optimize end‑to‑end import service operations for high‑value, time‑critical technology shipments entering the United States and Mexico ensuring on time delivery. As a central member of our Technology Vertical and Cloud Operations team, this role ensures flawless execution, strict compliance, and a premium customer experience for enterprise cloud infrastructure clients. The SDM serves as the operational owner for performance, customer satisfaction, and continuous improvement across complex logistics flows. This includes close coordination with global customer solutions, air operations, trucking networks, security teams, and field operations/logistics partners to deliver best‑in‑class outcomes for enterprise technology customers.

Responsibilities

• Compliance, Risk & Security
  • Manage security compliance in alignment with product type, value, mode.
  • Lead lane risk assessments, incident management, CAPA root-cause analysis, and preventive controls (e.g., GPS/IoT tracking, seal integrity, tamper-evident measures).
  • Proactively identify service risks and develop plans to mitigate.
• Planning & Continuous Improvement
  • Develop capacity playbooks for peak launch events (e.g., data center builds etc.).
  • Lead cross-functional process improvement initiatives (e.g. final-mile to WG handoff).
  • Standardize processes for server rack & high-value component movements.
  • Drive continuous improvement efforts in the areas of data completeness and accuracy, customer visibility, and capacity expansion.
• Technology & Data
  • Maintain shipment visibility using TMS / WMS, carrier portals, ensure milestone integrity and exception management.
  • Management KPI dashboards, charter OTD cycle time, data quality, exceptions etc.
  • Drive data quality improvement efforts.
• Customer & Stakeholder Management
  • Act as the single-point-of-contact (SPOC) for enterprise clients in the Technology vertical, driving proactive communication.
  • Align service delivery to customer operation schedules (rack build timelines, data center go-live dates).
  • Translate customer business goals into service roadmaps; prioritize critical requirements and escalations.
  • Coordinate with AIT's airfreight product, field operations, and warehouse teams globally to meet cut-offs, uplift windows, and service standards.
  • Provides guidance and leadership to stations for daily activities and assigned projects or tasks.
  • Performs other duties as assigned.
  • Complies with all policies and standards.

Qualifications

• Bachelor's Degree in Supply Chain Management, Logistics, Business Administration, or a related field (required).
• 7+ years experience in service delivery, logistics operations, supply chain, or related fields (required).
• Work experience with coordinating across global customer solutions, air operations, trucking networks, security teams, and field logistics partners (required).
• Work experience in import operations, international logistics, or cross border transportation United States and Mexico (preferred).
• Cargowise High.
• Familiarity with customs processes, security protocols, and chain of custody requirements High.
• Ability to manage complex, time critical operations with multiple stakeholders. Medium.
• Must have strong communication, problem solving, and customer facing skills. Medium.
• Govern SOPs, SLAs, and KPIs across booking, handling, airport operations, and final mile. High.
• MS Word, MS Excel, MS PowerPoint Medium.

Requirements

• The wage range for this position is $80,260.00-$170,690.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

Benefits

• In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position).
• Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement.
• Teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.