Admin Team Lead - Service Delivery
SIRVA
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Role Purpose The Admin Team Lead – Service Delivery is responsible for leading and coordinating a regional administrative team that underpins end-to-end service delivery operations. This role ensures administrative activities are consistent, timely, accurate, compliant, and aligned to defined service delivery processes. The role supports Move Management (Corporate, Government, Consumer, Toll, Agent), Direct Delivery, and CXO functions, and acts as the first line of operational governance for service delivery administration by providing structure, prioritisation, quality control, and process discipline across all administrative workflows. Key Responsibilities
- Leadership and Team Oversight
- Lead, coach, and develop the service delivery administration team across assigned scopes and mailboxes
- Allocate work effectively to ensure service level agreements and turnaround times are met
- Provide clear role clarity, daily priorities, and escalation pathways
- Act as the first point of escalation for admin-related service delivery issues
- Service Delivery Administrative Enablement
- Ensure accurate and timely execution of administrative tasks across the full move lifecycle, including:
- Job initiation and system setup (AMOS, ServiceEngine, or other service delivery platforms)
- Documentation checks, acknowledgements, and follow-ups
- Shipping, arrival, clearance, delivery, and move close-out administration
- Ensure admin activities support and enable Move Managers and Service Delivery teams without delay
- Maintain consistent handoffs between Admin, Move Management, Operations, Finance, and external partners where applicable
- Support and lead the admin team to meet and exceed KPIs
- Process Compliance and Standardisation
- Ensure admin tasks are executed in line with defined regional processes and role responsibilities
- Monitor adherence to documented procedures across service delivery teams
- Identify process gaps, inefficiencies, and recurring errors, escalating with recommendations for improvement
- Support implementation of process changes, transitions, and new ways of working introduced by Service Delivery leadership
- Quality, Accuracy and Risk Control
- Perform regular quality checks on admin outputs, including:
- System accuracy and data integrity (AMOS, ServiceEngine, and related platforms)
- Documentation completeness and correctness
- Invoicing readiness and supporting documentation
- Support revenue protection through timely invoicing, follow-ups, and clearance of unbilled work
- Reduce rework, escalations, and audit findings through disciplined administrative execution
- Reporting and Operational Governance
- Run and maintain operational reports and partner with Service Delivery leaders to monitor performance, including:
- Unbilled and unallocated jobs
- Accruals and aged transactions
- Uplifts, deliveries, and arrivals tracking
- Insurance compliance
- SISTRS queues and documentation status
- Analyse data to identify trends, risks, and improvement opportunities
- Stakeholder Coordination
- Act as a key liaison between the admin team and:
- Regional Service Delivery Process Manager
- Move Managers
- Service Delivery Managers
- Finance teams
- Ensure clear communication, ownership, and follow-through on admin-dependent tasks
- Provide hands-on coordination support during peak volumes, transitions, or high-risk files
- Administrative SLAs consistently met or exceeded
- Reduced rework, corrections, and service escalations
- Improved data integrity and invoice readiness
- Clear role clarity and balanced workload within the admin team
- Positive feedback from Service Delivery and Move Management teams
- Prior experience leading or coordinating an operations or service delivery administration team
- Strong understanding of end-to-end relocation or logistics workflows
- High attention to detail with strong process discipline
- Ability to manage high volumes and competing priorities in a deadline-driven environment
- Confident communicator with the ability to influence without direct authority
- Strong systems literacy, with experience in AMOS, ServiceEngine, or equivalent case management systems preferred
- Structured and well-organised
- Calm under pressure and solution-focused
- Strong sense of ownership and accountability
- Comfortable enforcing standards and expectations
- Collaborative, service-oriented leadership style
Vacancy posted 1 day ago
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