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Service Delivery Manager, gTech Ads Solutions
1 month ago
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
- Experience in operations management, operational governance, transformation, continuous improvements and operational risk management.
Preferred qualifications:
- Experience managing vendor operations and working with globally managed service providers.
- Experience understanding customer needs and working with data to identify trends and then develop solutions.
- Experience in sales or operations advising customers on product activation and optimization
- Experience in Digital Marketing (SEM), Google Ads Optimization across Search and Shopping.
- Understanding of Digital Marketing, DV3 Programmatic platform, Google Ads Sales or support for products like Adwords, Search, or Shopping.
- Excellent problem-solving, critical thinking and investigative skills with the knowledge of applying project management tools.
About the job
The Service Delivery Manager, as a part of the Large Customer Sales (LCS)/Google Customer Solutions (GCS) Operations team, plays an important role in our vendor-based support operations. This is a crucial role enabling a complex multi-year activation strategy. Our teams of trusted advisors support customers globally. Our solutions are rooted in our operations leadership, product expertise, and a thorough understanding of our customers complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
In this role, you will manage a team of Vendors and Google Operations Center (GOC) based in Hyderabad, Gurgaon and potentially some other extended workforce resources across locations that support scaling efforts with a variety of cross-functional teams for a host of exciting service offerings from Google. You will use your project management skills and innovative thought process to recommend solutions that will help improve evolving workflows and prepare them for scaling. You will be responsible for planning, systems support, business reviews and day-to-day vendor relationship management. You will also be able to contribute to the long-term operational strategy and support model, outsourcing decisions, contract negotiations, vendor selection and continuous improvements of business processes. You will be part of a Global Ads Solutions team supporting Large Customers and business advertisers with optimization and product support.
Responsibilities
- Lead Ads customer operations to help advertisers with product recommendations and optimization. Strategically drive business enablement across products and Google Ads business.
- Drive operations with vendor partners. Inspire service providers teams to exceed expectations and create excellent customer experiences. Manage service design for a complex workflow. Maintain global consistency. Ensure processes are updated, well-documented, with robust training materials.
- Lead vendor selection, forecasting, resource and budget planning for vendor operations. Communicate clear requirements, goals and feedback to vendor partners.
- Manage multiple stakeholder relationships across operations, sales support and vendor teams, ensuring the needs of both product and sales teams are met in serving our customers.
- Identify Operational Efficiencies (e.g., manage utilization, eliminate non-productive activities, cross-site synergies, cross-operations synergies, reduce sub-scale operations via service consolidation, automation, deprecation).
