Description
The Meetings and Events Service Delivery Manager - EMEA leads the execution of customer events and drives performance, processes, and quality standards across the region.
They are responsible for elevating team performance and Amazon Travel & Event's (AT&E) reputation through excellence in service delivery.
Working within AT&E's global strategy, they optimize and implement programs while developing team strategies, leading initiatives, and maintaining governance standards.
Success in this role requires strong multi-directional leadership and communication skills, with an ability to coordinate effectively across all organizational levels.
Key Responsibilities
- Identify service, communication, and process improvement opportunities throughout events delivery.
- Lead the implementation of best practices and standard operating procedures, and adherence to global playbooks.
- Under the leadership of the Global Service Delivery Manager, develop, deliver, and implement strategic plans for the delivery of events.
- Provide daily leadership of all regional onsite Service Delivery teams across the region, ensuring that all agreed SLAs and service standards are met.
- Review current service support models to ensure accuracy and reliability of delivery; with emphasis on consistency and optimization.
- Lead localization of global SOPs, best practices, and job aids to meet regional customer needs and country/city nuances as appropriate.
- Maintain frequent contact with key stakeholders, sharing programmatic updates, feedback, and need-to-know information.
- Provide regular reporting and updates to executive and leadership teams, stakeholders, and colleagues, ensuring full understanding of progress, direction, and expected results at all times.
- Analyze event processes and outcomes to identify areas for enhancement, then partner across the organization to develop and implement innovative, scalable solutions that streamline event planning and execution without adding unnecessary complexity.
- Maintain knowledge of current trends and innovations in the meetings and events industry.
About the Team
Amazon Travel and Events (AT&E) supports all Amazon event owners in achieving their business objectives.
Whether the event is large or small; simple or complex; meetings/events are hosted within a corporate office, a conference center, hotel, or a mix; the goal is to make it easier by reducing costs, mitigating risks, and enabling efficiencies, all while ensuring facilitation of the event owner's ability to focus on content, not logistics.
Benefits and Perks
- No specific benefits mentioned in the job posting.