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
Success Measures
- 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
Experience And Skills Required
- 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
Leadership Competencies
- 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
Sirva Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (Sirva, Team Relocations, Allied, & northAmerican) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a one-stop shop can provide. We're a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com.
Sirva brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At Sirva, you will be in great company!
Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at [Confidential Information] and let us know the nature of your request and your contact information.
