JOB DESCRIPTION
The Field Delivery Specialist holds the accountability and responsibility for case delivery management in the region for a specific Theatre (UKI, North, South, MEA TRC, SP, Germany).
The Field Delivery Specialist is aligned to the Quote to Cash and Partner Business Support Component and owns, manages, and oversees the successful execution of Case Based Component Delivery and Performance Management.
FDS focus revolves around an optimized and simplified customer, partner, and stakeholder experience.
He or she possesses the ability to identify automation opportunities, translate them into actionable digital use cases, and leverage AI to implement solutions that drive efficiency and innovation.
The FDS will also play a critical role in the deployment of Client AI Asst for Commerce and engage closely with the Partners to drive their self-sufficiency.
You will be part of the Commerce Operations EMEA organization and will work closely in person or through digital channels with your peers in-country or across EMEA/global.
MAIN RESPONSABILITIES:
• E2E accountability for a Designated EMEA Theatre and QTC/PBS component delivery, including case intake, case management, case prioritization and escalation, performance management and process improvements.
• Works with Regional Leaders, theatre teams, Partner teams and IBA teams for all case delivery matters
• Works in partnership with Regional Delivery Managers and Regional Process Managers to ensure process/policy/system changes & optimizations are implemented.
• Leverages control tower reporting to oversee the operation in the region.
• Collaborates proactively with vendor team leads to ensure timely case resolution.
• Holds regular checkpoints with Field Sales Leadership on performance metrics and delivery management including quarterly business reviews.
• Coordinates large ad hoc requests or projects (perform capacity assessment, assess ETA for resolution, agrees on frequency of status updates)
You enjoy working in a fast-paced changing environment. You’ll have a passion for optimizing and simplifying customer, partner and stakeholder experience.
CRITICAL SKILLS/ PROFILE
• Proficiency in feeding and leveraging AI models to optimize and enhance internal productivity workflows
• Deep operational knowledge on Client processes, policies, capabilities, Client organization and x-functional teams’ alignment.
• Able to engage at Sales Leadership Level
• Process and Execution Knowledge on Service Delivery.
• Excellent analytical and data storytelling skills.
• Critical thinking and time management skills.
• Strong engagement and communication skills to collaborate and present at All levels.
• Ability to work under pressure with deep sense of urgence and customer experience. Ability to effectively engage with Stakeholders and translate requests into clear actions to be executed.
• Strong analytical and reporting skills – leverage analytics for problem identification.
• High – levels of accountability for service delivery.
• Ability to manage escalations including at the executive level.
