Service Delivery Manager
Описание
The Service Delivery Manager will be responsible for driving growth, reaching projectobjectives,
and driving highly effective teams. This role is for our long term tech client and is
focused on field data collection programs across Europe. The team is multinational and
diversed, with main stakeholders being in Bulgaria, Switzerland, Japan, the UK and the US.
Average team size is 15-20 people but can grow with the projects development.
Note: the schedule is flexible due to the team calls with overseas teams.
Responsibilities
Interface with the management both in terms of cascading messages from senior
management and putting into practice strategy or modifications required for the process
based on decisions taken.
Identify and suggest Business improvement opportunities.
Identify and drive opportunities to enhance service delivery and Customer experience.
Update trackers Create, Update tickets, service works, update required applications and
tools.
Extensive Project Management of teams.
Act as the first level of escalations and resolve the same to the satisfaction of the
stakeholder and also ensure the Process Manager is informed of new issues.
Provide updates and submit reports related to own area of work.
Knowledge Management, Ensure SOPs are reviewed per the agreed frequency.
Customer Relationship Management, Process Improvements and Process Adherence,
provide information, educate customer troubleshoot probe and fix issues.
Manage stakeholder relationships.
Ensure Team Productivity levels are achieved as per the targets set year on year.
Complete all mandatory training and certifications for self and team.
Implement communication structure to ensure process and procedural updates are shared
effectively.
Lead and contribute towards process excellence initiatives.
Ensure Utilization is greater than 85% or achieve the targets set by the Organisation.
Reporting to the manager on performance status and any escalations.
Guide and mentor team members from a process perspective to ensure delivery of SLAs.
Conduct team building activities to enhance motivation.
Conduct knowledge transfer sessions for new joiners in the team.
Support recruitment efforts for the team.
Contribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.
Provide work direction and guidance to team members.
Establish systems and procedures in the team.
Allocate work and tasks to the team.
Review Quality scores/ provide feedback/ recommend refresher training if necessary
Изисквания към кандидата
Езикови познания:
Английски език
Трудов опит:
Образование:
Специални умения:
5 - 6 years of experience in handling teams
Field Operations experience managing global locations
Should have knowledge of different Project Management tools/application required
Planning, Organizing, Prioritizing and Time Management skills
Good Knowledge of MS-office, Excel and Data Crunching/ Analysis
Flexibility to work in different shifts (due to call with multicountry teams)
Eye for details with good written and verbal communication
Experience dealing with escalations
Ние предлагаме
Вид заетост:
Срок на заетост:
Постоянна
Договор:
Трудов безсрочен
Ниво в йерархията:
Категория:
Човешки ресурси
Държава:
България
Населено място:
Гр. София
Адрес:
Дата:
15.09.2022
Организация:
AR
Фирма/Организация - Директно търсеща служители
Детайли за организацията:
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