THE ROLE & THE TEAM The ZEOS Logistics department is responsible for all partner-facing Zalando Logistics Solutions. By uniting these services under a single umbrella, we provide a more holistic approach to deliver the optimal fulfilment solution to meet our partners' needs, and leverage common services to enable partner program growth. Over the last years, we learned that solving fulfilment-related challenges for the good of our partners helps us to fuel the growth of our platform. Strengthened by this successful growth, we have started the next step in our journey - expanding our business outside of the Zalando ecosystem, exploring both physical and digital services. As a Senior Service Delivery Manager at Zalando, you will play a critical role in ensuring the efficiency of our vendors and managing all processes between the vendor and our organization. You will oversee quality assurance, staffing, peak preparation, cost control, and service level agreement (SLA) targets. Your focus will be on continuous process improvement (kaizen) and identifying innovations that add value to the partner journey. INCLUSIVE BY DESIGN At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well. We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process. do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/diversity-inclusion Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups WHAT WE’D LOVE YOU TO DO (AND LOVE DOING) Vendor Relationship Management : Develop and maintain strong, productive relationships with our vendors to ensure optimal performance and collaboration. Furthermore r eview and validate vendor invoices and onboard new vendors but also develop and execute training plans to upskill vendors, preparing them for peak demand periods. Performance Monitoring : Implement, monitor and assess vendor performance against agreed-upon KPIs, service levels, and quality standards; take corrective actions when needed. Quality Management : Ensure vendors meet our quality standards by regularly reviewing and improving our quality metrics and reporting. Work with vendors to resolve quality issues and continuously improve service quality. Cost savings : drive initiatives for strategic sourcing and vendor consolidation. Monitor and manage backlogs, ensuring timely resolution and adherence to performance targets. Act as a Scrum Master, managing projects to drive efficiency and cost reductions within the team and service providers. Lead AI strategic initiatives, aiming to reduce effort both within the team and across external stakeholders. Previous experience working with AI tools is a plus. WE’D LOVE TO MEET YOU IF You have excellent analytical skills and can identify problems based on data. You have experience working on- and with performance KPIs and establish and follow improvement plans. Previous Salesforce experience is a plus. You are experienced in working with external clients and have great negotiation skills, are passionate about providing excellent operational support, and ensuring high service levels to our partners. Great communication skills: Excellent level in English and/or German communication skills (verbal and written). Team player, who enjoys working with a diverse and open-minded team. OUR OFFER Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer. Employee shares program 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners 2 paid volunteering days a year Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration Work from abroad for up to 30 working days a year 27 days of vacation a year (for Zalando SE) Relocation assistance available (subject to prior agreement) Family services, including counseling and support Health and wellbeing options (including Gympass) Mental health support and coaching available Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src22377bdd1us