Senior Service Delivery Manager

Summary of the Role

The Senior Service Delivery Manager owns and manages relationship and service delivery with contracted IT and BPO service provider. This includes processes outsourced in IT, Finance and Procurement functional areas. This role will strategically manage external service providers, internal teams and senior stakeholders to balance capacity and ensure efficient delivery and smooth operations. Responsibility also involves ensuring that contractual commitments are fulfilled while advancing the relationship in alignment with the organization's goals.

Work with the contracted service provider to ensure service delivery to address service demands, support resolution of impediments in the service delivery, and drive effective fulfilment with ownership.

The services would include IT and other IT enabled services in other business functions, outsourced processes across Finance and procurement that are part of the evolving scope of the service provider relationship. This role is responsible for partnering with key business process owners whose topics are being serviced by the provider. The service provider itself will be a partner on the other side.

The role would be a SPOC between the business and the service provider.

Responsibilities

• Setup and manage Governance at strategic and operational level to ensure issues are proactively addressed
• Work with 3rd party operations and quality team, internal functional operations and senior stakeholders to plan and execute projects
• Ensure adherence to SLAs, KPIs, and project timelines.
• Drive continuous improvement initiatives and proactively identify opportunities for optimization.
• Ensure required process documentation are being maintained and adhered to.
• Organize the project work, from understanding business requirement till logical conclusion, keeping the stakeholders informed.
• Work with subject matter experts and facilitate coordination with them among the project participants to achieve planned outcome of the project.
• Make recommendations for solutions or improvements to business processes.
• Effectively communicate and collaborate with stakeholders of the project in the business and in IT.
• Facilitate open communication among participants in the project, to bring up issues that need discussion and resolution to achieve end objective.
• Track and maintain project plan for time, efforts, and costs; with focus on the outcome.
• Make tactical decisions while aligning strategic objectives to ensure project execution as planned.
• Use tools as may be mandated for project planning and execution. Explore opportunities to improve methods and tools.
• Continuously develop communication skills and problem-solving techniques.

Educational Qualifications, and Work Experience

• Four-year technical degree or equivalent work experience.
• 10 to 15 years of experience in managing service delivery from sending organization or service provider with experience in  information technology projects in application systems as well as IT infrastructure; IT merger and acquisition; IT and enabling functions services outsourcing; and exposure to supplier relationship management.
• Relevant experience in supporting projects for setting up new sites; and implementing application systems in businesses.

Proven experience in overseeing configuration, development, upgrades and implementation of application systems.

Technical Skills:

• Significant exposure to outsourcing operations to third-party service provider.
• Skills in defining, measuring and monitoring service delivery performance.
• High degree of customer focus.
• Able to work flexible hours to meet deadlines.
• Superior project management skills
• Ability to work in a fast-paced environment and manage workload prioritization for self and the project team to deliver high quality work within cost and time constraints.
• Superior critical thinking skills with the ability to develop out-of-the-box problem-solving approaches to formulate innovative solutions.
• Demonstrate collaboration skills with the ability to handle conflict and work with a distributed team.
• International mindset – must be able to deal with diverse, international team.
• Willingness to travel on a project basis – up to 30% per year.  Including potential extended period of time away from home.

Desired Operative Skills:

• Agile development methodology

• Successfully manage multiple tasks involving planned projects and ad-hoc tasks

• Experience of Service Now ticketing system or equivalent.

Soft Skills:

• Strong written and verbal English skills.

• Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.

• Strong interpersonal skills

• Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
• Time management skills including setting appropriate expectations with end users for resolution.
• Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
• Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
• Multi-tasking abilities while focusing on effective prioritization of work.
• Attention to detail and commitment to high quality, error free deliverables