Manager, Service Delivery

Manager, Service Delivery

Malaysia | Hybrid | CXO

One Team. One Purpose. One Global Impact.

Every relocation begins with people. Every move creates opportunity. At Sirva, we're united by one shared purpose: helping people and organisations move forward. Join us and you'll build a career where your work makes a difference every day.

MOVE WITH PURPOSE

Your Impact Starts Here

AsManager, Service Delivery (MSD) you will lead and oversee an operations team responsible for the seamless day-to-day delivery of clients’ relocation programs. You will serve as a catalyst for demonstrating Sirva’s leadership behaviours, fostering a culture of excellence, accountability, and continuous improvement.

In this role, you will:

• Manage a team of Relocation Coordinators through mentoring, performance reviews, salary administration and the performance management process. Responsible for hiring and performance management of all team members. Accountable for driving the mentoring/developing/challenging of high talent/high potential associates. Supervise and mentor team members to ensure the team’s achievement of positional metrics as set. Manages and ensures the quality of work products. Accountable for workload balancing across MSDs as well as teams across service centers. This position must partner with all MSDs to ensure appropriate workload balancing across Sirva Relocation.
• Process improvement identification and implementation. Work with Operations leadership to select best practices and partner with other MSDs to implement them. Facilitates cross-departmental communication by teaming with other departments when tasks need to be handled.
• Actively participate in client discussion to achieve client goals; participate in client internal business engagement as needed. Participate and coordinate weekly client meetings as required and become the knowledge expert on client policy and operating procedures.
• First contact in the escalation process for all transferee issues that cannot be resolved by team members. This position will decide what the next steps are to resolve the issue.
• Teams with Director, Global Account Management and/or Account Manager to achieve client goals by maintaining and measuring metrics through an audit driven environment. Work with the collections department on receivables and past-due invoices.
• Manage deliverables/projects associated with process improvement or client program / process changes. In this capacity consult with Director to determine needs and objectives. Develop a plan to achieve objectives and delegate responsibilities as appropriate.  Oversee the specific deliverables and actions that will achieve objectives. Communicate efforts across teams and incorporate various systems to ensure consistency and results.

GROW WITH INTENTION

What You’ll Bring

• 1 to 3 years of operational management experience is preferred, with 3 to 5 years of relocation experience within an in-house Global Mobility function or a Relocation Management Company (RMC) required.
• Experience supporting in-house global mobility programs and working closely with relocation service providers is advantageous.
• Prior people management or team leadership experience is preferred.
• Demonstrated ability to lead, recruit, coach, and develop high-performing teams.
• Strong problem-solving, decision-making, and conflict resolution skills.
• Financial and accounting knowledge is an advantage.
• Solid understanding of and commitment to SIRVA’s strategic direction, objectives, and relocation service model.
• Bilingual communication skills are preferred.

LIVE THE SIRVA LIFE

Belong at Sirva

At Sirva, we are committed to creating an environment where employees can thrive professionally and personally. We encourage innovation, value diverse perspectives, and empower our people to make a meaningful difference every day.

Whether you're collaborating across borders, learning from experienced colleagues or celebrating shared achievements, you'll be part of a culture built on trust, respect and inclusion.

Join us and help shape the future of global mobility.

How We Support You to Grow

Being part of a truly global organisation means your opportunities can grow as far as your ambitions. From flexible ways of working and wellbeing initiatives to learning, development and financial rewards, we're committed to helping you thrive—both professionally and personally.

Benefits include:

Hybrid working                                                        Core Flex Hours

Health & wellbeing programmes                     Learning & career development

Financial rewards                                                  Global career opportunities

Ready to Move Forward?

If you're looking for a career where you can make a meaningful impact while growing alongside a global team, we'd love to hear from you.