Manager of Service Operations at Mindray North America, leading customer - focused service processes. Overseeing service workflows and team performance within a healthcare technology environment.
About the role
- Senior Logistics Operations Manager responsible for operational performance across Milan, Bologna, and Rome. Leading teams, managing P&L, and ensuring service quality for key clients.
Responsibilities
- Own the operational metrics (on-time performance, delivery success, quality, productivity, safety) across Milan, Bologna and Rome.
- Ensure processes and SOPs are correctly implemented and followed at station/city level.
- Run regular performance reviews with local teams and implement corrective action plans where needed.
- Ensure consistent service quality across all cities, aligned with client SLAs.
- Lead and coach local teams, including controllers, HR/people support and city operations leads.
- Set clear goals, monitor performance, and support the development of key team members.
- Foster a culture of ownership, accountability and continuous improvement.
- Hold weekly operational meetings with key clients, presenting KPIs, root-cause analysis and action plans.
- Act as main operational escalation point for Italian operations.
- Work closely with clients on ramp-ups, peak planning and new initiatives.
- Own the operations P&L for Italy: revenue, variable and fixed costs.
- Prepare and manage budgets and forecasts together with the Country Manager and Finance Controller.
- Monitor margins and unit costs; implement cost-optimisation initiatives without compromising quality.
- Ensure accurate monthly reporting and explanation of variances vs budget/forecast.
- Work closely with the Finance Controller on reporting, accruals, and financial analysis.
- Coordinate with HR on workforce planning, hiring needs and people issues.
- Collaborate with Fleet, IT and other support functions to ensure operations run smoothly.
- Use Excel and data to analyse performance, identify trends and drive decisions.
- Build and maintain operational dashboards and standard reports.
- Lead continuous improvement projects to increase productivity, reduce waste and improve service.
Requirements
- 5+ years’ experience in logistics operations in Italy (last-mile, parcel, e-commerce or similar).
- Proven experience managing P&L and budgets for an operations function.
- Very strong numerical skills and a data-driven mindset.
- Advanced Excel skills (pivot tables, lookups, basic modelling, data analysis).
- Experience leading multi-site or multi-city operations teams.
- Comfortable running client-facing meetings and presenting KPIs/action plans.
- Strong organisational skills, attention to detail and ability to prioritise under pressure.
- Fluent English (spoken and written). Italian is strongly preferred due to the nature of the role.
- Willingness to travel regularly between Milan, Bologna and Rome (and between Barcelona/London For Board Meetings).
Benefits
- Competitive salary, aligned with experience and responsibility.
- Performance bonuses linked to operational KPIs and P&L delivery.
- Expansion bonuses for successful ramp-up of new cities, services or volumes.
- Opportunity to build and shape a multi-city operation in a growing business.
- Close collaboration with senior leadership and clear progression opportunities.
- Travel expenses covered in line with company policy.
Job title
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