Senior Manager, Service Management, Transportation, GCA

Job description

Purpose & Overall Relevance for the Organization This role leads Transportation Service Management, covering contract and service governance, operational performance management, stakeholder engagement, TMS demand intake and prioritization, request management coordination, and continuous improvement. The role is instrumental in driving service excellence, operational resilience, and business continuity by leveraging data-driven insights, AI-enabled solutions, and structured service management practices to improve efficiency, visibility, accountability, and service reliability.

Key Responsibilities

Lead the transportation service management framework, including service governance, performance review cadence, escalation process, stakeholder communication, and issue follow-up. Establish and manage service governance mechanisms to improve service visibility, accountability, prioritization, and management decision-making. Monitor transportation service performance, identify risks, service gaps, and improvement opportunities, and translate data insights into clear actions and follow-up plans.

Drive TMS-related demand intake and request management, including requirement clarification, prioritization, ownership alignment, and progress tracking with business users, IT, and transportation teams. Facilitate regular service review meetings with internal and external stakeholders to align on service performance, key issues, root causes, corrective actions, and governance priorities. Drive continuous service improvement through data-driven insights, process optimization, automation opportunities, AI-enabled solutions, and service management best practices.

Support transportation resilience and business continuity by proactively identifying service risks, coordinating mitigation actions, and ensuring operational readiness for critical scenarios.

Key Relationships Internal

DC Operations, Inbound, Order Book Fulfillment, Purchasing, IT, Finance, HR, own retail, e-Com, B2B, and other business teams, Legal, Internal Control External: 3rd party Logistics Service Providers Knowledge, Skills and Abilities Solid understanding of transportation operations, logistics service management, service governance, performance management, and issue resolution processes. Strong analytical capability, with the ability to interpret operational data, identify trends and risks, and convert insights into practical improvement actions.

Good understanding of TMS, digital platforms, business requirement intake, prioritization, and request management processes. Proficient in Excel, Power BI, or other data analytics tools; exposure to automation, digital transformation, or AI-enabled solutions is preferred. Strong stakeholder management, communication, facilitation, and influencing skills across transportation, operations, IT, finance, commercial teams, and external service providers.

Structured, proactive, and solution-oriented, with the ability to manage complex topics independently, work under pressure, and communicate effectively in English. Requisite Education and Experience / Minimum Qualifications Bachelor’s degree or above Minimum 5 years of relevant experience in transportation, supply chain, logistics service management, service governance, digital operations, or related fields. Experience in operational performance management, stakeholder engagement, continuous improvement, request management, or transportation system coordination.

Experience in Retail, FMCG or high-end consumer goods enterprises is a plus PMP / Lean 6sigma is a plus