Service Delivery Excellence Manager

2 days ago

Bengaluru, Karnataka, India beBeeManagement Full time ₹ 80,00,000 - ₹ 1,25,00,000

Job Description:

This role entails managing standardized service areas/lines with limited volatility and minimal change management practices.

Collaborate with partners across geographies for multiple verticals within the function to implement a Service Management approach.

Ensure service improvement plans are tracked and brought to closure as a Single Point of Contact (SPOC) responsible for liaising with customers in case of any issue or concern related to service delivery.

Establish and maintain relationships with customers, suppliers, and third-party vendors.

Potential interaction with functional leadership meetings is possible.

Responsible for updates or changes in Master Service Agreements. Work with Global Procurement Organisations (GPO's) and operations teams to understand process changes and their impact on services.

Define, agree, and implement changes in Service management delivery across hierarchy layers. Promote a culture of Continuous Improvement (CI) and ensure all processes are documented.

Create, agree, and drive key guidelines/approach for incremental transitions.

Define, agree, and periodically review Service governance mechanisms across hierarchy layers.

Regular and systematic reporting will analyze and highlight irregularities in service delivery.

End-to-end ownership of service reporting and governance rigor through problem and performance management.

Follow our Business Code of Conduct and act with integrity and due diligence.

Responsibilities:

  • Refer to 'Job Description' above.

Required Skills & Qualifications:

  • Functional domain experience.
  • Understanding of Service management principles and frameworks.
  • Microsoft Office proficiency.
  • Advanced analytical abilities.
  • Stakeholder management.
  • Project management tools and techniques.
  • ITIL certification is preferred.
  • Domain-specific knowledge.
  • Ability to work in cross-functional environments.

Benefits:

  • A market-competitive reward package based on current industry practices.
  • Tesco Rewards framework consisting of Fixed Pay, Incentives, and Benefits.
  • Four principles guiding Total Rewards: simple, fair, competitive, and sustainable.
  • Fixed pay according to contract terms.
  • Performance bonus opportunity based on annual performance evaluation.
  • 30 days of leave (18 days earned leave, 12 days casual/sick leave).
  • 10 national and festival holidays per year.
  • Retirement benefits via National Pension System (NPS) and Voluntary Provident Fund (VPF).
  • Health insurance for colleagues and family members.
  • Mental health support programs.
  • Financial coaching services at discounted rates.
  • Salary advances upon request.
  • Save As You Earn (SAYE) program for transitioning employees into Tesco shareholders.
  • Physical wellbeing facilities promoting a healthier lifestyle.

About Us:

Our Bengaluru team serves customers, communities, and the planet by delivering high-quality services and empowering colleagues to serve customers better every day.

Cross-functional expertise, extensive network of teams, and robust governance enable us to standardise processes, reduce complexity, and provide exceptional customer experiences worldwide.

With over 4,400 skilled colleagues globally, we create impactful outcomes shaping the future of our business through innovation, solutions thinking, and agility.

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