Senior Manager
3 weeks ago
Summary:
We are looking for an experienced leader for the role of Senior Manager – Service Delivery as part of our Service Delivery team to manage a wide range of programs. You will be responsible for supporting the delivery and overall success of the GCCs. The goal is to ensure every program will be delivered successfully and add the highest possible value to the organization. The Senior Manager – Service Delivery works with ANSR leaders to help ANSR’s customers achieve their long-term success.
The Service Delivery Team focuses on collaborating with customers to help execute their GCC roadmap as commitment to the business stakeholders. As a member of this team you will participate in customer meetings, interact with client Program Office, work with stakeholders & executives, be involved in joint planning sessions, present best-practices and build relationships of trust with the customer. As a Services Delivery leader, you will showcase the best of ANSR’s products & services and influence the client adoption of our offerings. You will engage with internal Business Support teams, Consulting groups, Workspace organization in order to ensure complete and high-caliber service quality. Passion to drive customer success, highest quality of professional client interaction, influencing for growth and open & effective communication are key attributes of this team
Roles and Responsibilities include:
Contribute and support the process of setting up goals for programs according to the strategic objectives of the GCC.
Plan the programs and initiatives from start to completion involving deadlines, milestones.
Ensure contracts are fulfilled and the services and products are deployed.
Devise evaluation strategies to monitor performance and determine the need for improvements, putting in best practices.
Drive delivery with cross functional teams, provide feedback, and resolve complex problems.
Discover ways to enhance efficiency and productivity of procedures and people.
Apply change, risk and resource management principles when needed.
Develop strong and trusted relationships with the GCC Leaders through timely and accurate communications.
Ensure program operations and activities adhere to legal guidelines and internal policies.
Perform the relevant project management processes - i.e. initiate, plan, execute, monitor and control and close, and the supporting processes e.g. demand management (working closely with US counterparts), scope, cost, time, issue, risk, resource, communication, stakeholder management.
Interface and communicate with the program team, management and stakeholders.
Manage program work and resources to enable successful and timely completion of the project.
Performs gate reviews and quality assurance reviews with business sponsors.
Manage the objectives and plan by thorough risk, issue and change management across both business and technology parts of the program.
Requirements:
Experience of managing large GCC programs with personal accountability for delivering to time and cost.
Individual contributor with an experience managing multi-faceted programs ranging from Finance, Talent Acquisition, Operations and Technology
An analytical mindset with great problem-solving abilities.
Excellent communication skills.
MBA / PGDM with 12+ years in managing large and complex programs.
Preferred Experience and Skills:
Experience in a GCC Setup.
Professional service delivery experience in a multinational organization.
Conceptual knowledge of modern enterprise technology.
Understanding of CSAT / NPS frameworks
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