Service Delivery Quality Manager US & Canada

At Tetra Pak we commit to making food safe and available everywhere; and we protect whats good protecting food protecting people and protecting the planet. By doing so we touch millions of peoples lives every day.

And we need people like you to make it happen.

We empower you to reach your potential with opportunities to make an impact to be proud of for food people and the planet.

Job Summary

As a global leader in food processing and packaging Tetra Pak delivers world-class cutting-edge solutions that help ensure food safety and quality across the globe. Our portfolio spans advanced technologies and services that drive innovation and support our customers in optimizing performance reducing environmental impact and meeting the ever-changing needs of the food industry. But beyond the solutions we design its the people behind them who make the difference talented professionals driven by purpose innovation and a shared commitment to protecting whats good.

Our Services organization is at the heart of this mission helping food and beverage producers run safe efficient and sustainable operations worldwide. Within this ecosystem our Customer Service Operations (CSO) team ensures that thousands of installed machines perform at their best every day through maintenance upgrades troubleshooting and continuous improvement.

As Service Delivery Quality Manager you will play a key role in elevating the quality of our mission and be the driving force behind service excellence. Your role is to transform data and customer feedback into actionable insights that raise quality standards improve operational performance and strengthen customer satisfaction. You will collaborate with field engineers service delivery managers issue resolution managers technical experts and internal stakeholders to define best practices implement improvements and foster a culture of quality across our service organizationso that every interaction delivers value and reflects Tetra Paks high standards.

This position is ideal for someone passionate about quality who thrives in a dynamic field-oriented environment and is passionate about driving excellence through collaboration innovation and a deep understanding of customer this individual contributor role you will collaborate across teams and lead improvements without formal line management working closely with service engineers technical experts and key customers to ensure that every service interaction reflects the high standards of Tetra Pakprotecting food people and the planet.

Join us to make an impact to be proud of.

You will be based in Denton Texas.

You will be expected to travel up to 25% of your time to our customer sites in US & CA.

Tetra Pak is not sponsoring visa or career migration for this position.

What you will do

As a Service Delivery Quality Manager you will :

• Lead the standardization of service delivery practices across the field team by introducing and promoting proven methods and tools (e.g. 6 Steps First Time Right Problem Solving Methodology).
• Ensure consistent processes for maintenance installation and performance validationincluding Mandatory Rebuilding Kits Service / Kits Installation (MRK / SK) training and vertical start-upwhile driving improvements in quality productivity and customer experience.
• Recommend targeted improvements to Customer Service Operations (CSO) field teams based on the performance of Tetra Paks installed equipment at key customer sites under service agreements helping to enhance service results and overall customer satisfaction.
• Monitor Customer Experience (CX) KPIs and analyze feedback from service activities (e.g. issue resolution maintenance installations). Use these insights to define and refine quality standards that elevate service delivery.
• Lead initiatives to advance quality maturity within CSO engaging service engineers and external partners to embed best practices and continuous improvement.
• Design and implement tailored continuous improvement programs for key customers including execution assessments and service quality evaluations to deliver measurable impact on service excellence.
• Track and report key performance indicators such as Performance Right After Maintenance (PRAM) CX Services scores Line Mechanical Machine Efficiency / Production Time Utilization (LMME / PTU) MRK / SK installation performance 6 Steps compliance PSM score and First Time Right metrics.

We believe you have

Internal candidates from the CSO area holding an SDE position must be at the S3 level and have achieved all of the requirements and years in position to be advanced to an next level.

We Offer You

Apply Now

If you are inspired to be part of our promise to protect whats good; for food people and the planet apply through our careers page at job posting expires on December 07 2025.

If you have any questions about your application please contact Jeisson Javier Castillo Guerrero.

Diversity equity and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference celebrate people for who they are and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide.

Required Experience :

Manager

Key Skills

IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems

Employment Type : Full Time

Experience : years

Vacancy : 1