Service Delivery Manager

**Company Description**
- ** Are you a dynamic leader with a passion for delivering exceptional service?**:

- **Do you thrive in a fast-paced logistics environment?**

Neptune Pacific Direct Line (NPDL) is experiencing a period of significant transformation. Formed in 2020, Neptune Pacific Line acquired Pacific Direct Line, bringing together two of the South Pacific’s top shipping and logistics companies to support the full supply chain of our customers in the region. NPDL is part of The Wonderful Company headquartered in the USA (including Fiji Water).

NPDL operates 9 containerships, moving +240k TEU between AU, NZ and the Pacific Islands, as well as the USA. We have strong partnerships with PIL, CMA, MSK and other lines, moving cargo across 25 customer destinations in 16 countries. Part of NPDL, Container Repairs and Sales (CRS) provides full empty container services.

As the Service Delivery Manager, you’ll be at the heart of driving seamless operations in billing and administration for the CRS Business Unit. Your role ensures precise, on-time invoicing and reporting of financial data, all while collaborating across departments to supercharge efficiency and productivity. You’ll lead service delivery efforts, ensuring clients receive nothing less than exceptional results. In this fast-paced environment, your proactive mindset and stellar communication skills will shine as you streamline processes, solve challenges on the fly, and work with leadership to elevate team performance and enhance depot success.

**What you will be doing**:
**Billing & Reporting**
- Take charge of the billing process for CRS NZ & Fiji Depots, ensuring smooth invoicing and flawless account reconciliation.
- Innovate by developing and implementing billing procedures and SOPs that boost accuracy and efficiency across the group.
- Stay on top of billing activities to guarantee compliance with company policies and regulations.
- Analyze depot data to uncover trends, resolve discrepancies, and drive continuous improvements.
- Craft insightful reports and present key findings and actionable recommendations.
- Collaborate with finance and Group Managers to ensure accurate financial forecasting and budgeting.
- Be the go-to expert for billing inquiries and escalations, delivering top-tier solutions for clients.

**Client Services**
- Lead and inspire the Client Services Team, providing direction and support to drive exceptional performance.
- Be a champion for process improvement by creating and executing solutions to streamline operations.
- Track Client & Depot KPIs to ensure service levels meet or exceed expectations, escalating to management when necessary.
- Represent the brand with professionalism and integrity, keeping doors open for future client opportunities.
- Build lasting client relationships, driving satisfaction and loyalty through outstanding service.
- Regularly assess team performance, offering constructive feedback to foster growth and improvement.

**Operations**
- Supervise the seamless flow of container movements through VBS, maintaining data integrity and process adherence.
- Partner with Depot Management to accelerate container processing from Gate IN to AV.
- Take on additional tasks to ensure the smooth running of depot, operations, and Client Services.

**Health & Safety**
- Promptly report accidents, incidents, and workplace injuries.
- Ensure all employees, contractors, and visitors follow company policies, procedures, and safety standards.
- Promote a strong safety culture by understanding and actively participating in all safety-related responsibilities.
- Engage in rehabilitation and return-to-work programs when necessary, supporting team members’ well-being.

**Qualifications** Here’s what you’ll bring to the table**:

- At least 4 years of leadership experience in finance and administration, driving results and leading teams.
- A degree or equivalent qualification in accounting, finance, or a related field (preferred).
- A full driver’s license, ready for any on-the-go responsibilities.
- Expertise in accounting and billing systems like XERO, SAP, Oracle, or similar platforms.
- Proven track record in billing management or financial roles, with a knack for accuracy and efficiency.
- Exceptional interpersonal and communication skills to navigate complex environments and build strong relationships.
- Deep understanding of billing principles, practices, and regulations that ensure compliance and excellence.
- A pro at juggling multiple tasks, managing time effectively, and consistently delivering results.
- Thrives in fast-paced settings, effortlessly adapting to shifting priorities and embracing learning opportunities.
- Intermediate Microsoft Office skills with experience in inventory software, databases, and systems; Cargo Wise knowledge is a plus.
- Strong leadership with an analytical, detail-oriented mindset and a drive for continuous improvement.
- Strategic thinker with sharp problem-