Service Delivery Operations Manager

5 days ago

Kolkata, West Bengal, India Capgemini Full time ₹ 15,00,000 - ₹ 25,00,000 per year
Job Description

A key leadership role within the organization responsible for overseeing and managing daily operations. Responsible for delivering in-time and in-quality service through effective management of service delivery teams.Continuously analyzes and improves operational processes and activites , identifying areas for enhancement and implementing plans of actions to increase productivity and efficiency. Provides guidance to the operations team, fostering a positive work environment and ensuring alignment with organizational goals. Ensures cross-regional cooperation to maintain global service delivery set up aligned.

Job Description - Grade Specific

Role Overview:
•Guides and oversees Operations Teams, ensuring effective service delivery as per assigned scope
•Personnel supervision, HR, career development, performance assessment, IT, etc.
•Establishes and reports performance metrics
•Demonstrates and promotes organizational vision and values
•Acts as a strategic stakeholder partner and enabler
•Builds and maintains a strong cross-functional cooperation with Stakeholders
•Concentrates on budget optimization
•Ensures service delivery activities comply with procedures, policies, laws and regulations
•Promotes and actively participates in cross-regional exchange of knowledge, best practices and enhancements
•Has deep knowledge of P2P end to end process
•Provides support and mentorship to more junior service delivery teams
•Drives improvement initiatives/change management to achieve overall Team efficiencyGeneral Responsibilities / Accountabilities:
•Leads, directs and supervises Service Delivery professionals, promoting collaborative and high-performing team
•Provides training path to the team in charge, promoting enhanced understanding of complete functional solution
•Formulates strategic and operational objectives aligned with organizational goals
•Follows global/regional KPI's and regularly evaluates the team's performance against benchmarks
•Monitors and supervises the service delivery process to ensure successful operations and optimal outcomes
•Establishes escalation management process
•Handles complex and sensitive inquiries/escalations demonstrating professionalism, competence, and client-centricity
•Accountable for development and implementation of operational procedures
•Enforces all procurement policies, relevant procedures and compliance processes
•Develops and maintains strong relationships with key Stakeholders/Clients
•Manages budget reviews and reports cost plans to upper management
•Ensures cross-regional cooperation to keep operations aligned
•Provides guidance to the teams and promotes a collaborative working culture
•Continuously evaluates and improves processes to enhance service delivery efficiency and effectiveness
•Partners with cross-functional teams to improve tools and systems in use
•Drives/Supports transformation projects

Skills (competencies)

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