Delivery Support Manager

Customer Excellence Porto, Portugal


What You'll do:

  • Monitors and evaluates KPIs in order to guarantee that defined goals are met;
  • Manages workflow and schedules/ assigns tasks;
  • Seeks out opportunities to improve business processes and enhance performance;
  • Manages training needs within specified area and along with the Training Master to colleagues in Delivery Support and across Farfetch, where appropriate;
  • Develops and manages third party relationships to effectively deliver objectives to time, quality and cost targets;
  • Coaches and provides expert support for the team, including complaints and other issues resolution.
  • Motivates the team and coordinates related processes (performance reviews, development and training).
  • Plans and builds up a consistent succession plan, for his/ her own role
  • Adapts the working hours to the sales and workload curves
  • Works on a long term staff planning strategy in order to meet business requirements and prepare recruitment in advance
  • Works together with DS in other offices, towards short/ mid-term strategy alignment
  • Participates in the Delivery Support Strategy build up and ensures the team implements it successfully within the correct timeframe
Who You Are:
  • A Bachelor degree with 2/3 years of experience in similar areas
  • Minimum 2/3 experience in managing people
  • Know-how in aligning Operations and people development together
  • Experience in forecasting and planning the team according to the business     
  • Excellent verbal and written communication skills
  • Proactive and never give up attitude when solving problems
  • Excellent communicator with strong negotiating skills to influence all levels of staff
  • Customer oriented mindset
  • Capable of working under pressure and deliver in the agreed deadlines
  • Fond of multicultural environments