Service Delivery Operations Manager
Service Delivery Operations Manager
Posted on :
11-02-2025
Employer Active
1 Vacancy
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Jobs by Experience
10years
Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
11-02-2025
Job Description
From a strategic standpoint the Service Delivery Operations lead is a key resource for business development and partnering with potential customers understanding their needs and using their vast experience in delivery to act as a client manager that can partner with customers and the Service Portfolio Manager to grow the local sites service portfolio and capabilities to offer to the internal customers globally.
From an operational standpoint it is expected that this position will be responsible for supporting the company by ensuring a stable operating environment that will establish the trust and confidence of the Companys customers and stakeholders and actively participating in driving strategic initiatives. The lead can adopt an analytical and methodical approach to addressing issues. He/she is astute at managing resources leveraging people capabilities and technologies to improve processes and systems. He/she is at ease working with technical systems and data and is able to derive and communicate insights in a compelling manner
Simultaneously on a daytoday part of the role will also require some operational involvement in Capability Building as we develop future service managers service delivery leads in our young organization.
KEY RESPONSIBILITIES
Service Management and Service Delivery Operations
- Ensure all contractual obligations like KPIs/SLAs are met by the teams and requirements are reevaluated on a regular basis with customers and other stakeholders.
- Acts as a people manager for all the leads of the various operations teams.
- Accountable for the KPI/SLA delivery and reporting
- Acts with a Continuous Improvement mindset
Capability Building
- Owns the skills matrix for the organization and is accountable for assessing work demands and skills needed from the processor level to management level and working with P&C to make necessary recommendations in sourcing/hiring strategies to ensure we have the right workforce for the right business needs. This may mean also working with P&C for training needs or be involved in mentoring younger members of the team to bring them up to maturity.
Project Management and Corporate Strategy
- Supports the Managing Director in monitoring and contributing to the strategic initiatives of the organization (in some cases where opportunities arise lead initiatives or projects related to the strategy) and makes necessary recommendations to realize maximum benefits for the customers.
- Works with the Service Portfolio manager to ensure projects are set up properly appropriate metrics are reported out and new operations are stable.
Crossfunctional Relationship Management
- Communications crossfunctional collaboration change management forming and maintaining strategic partnerships are expected from this role.
People Development
- Partnering with P&C to support employee retention/development/ engagement activities (ex: skills matrix training employee activities etc.).
Admin
- Act as the Disciplinary Manager of employees under his/her care. A Disciplinary Manager is in charge with the approval processing and ensuring that employees needs are being addressed. These includes approval & reporting of leaves reimbursement travel arrangement coordination liquidation and imposing necessary disciplinary sanctions in partnership with P&C. Operational supervision for hosted employees is done by the onshore teams hence will be out of scope.
- Support executives through consolidation visualization monitoring and analysis of data and reports from the Shared Services team that are relevant to the operations or the vision of the organization.
- Aside from the daily operations and ensuring teams are meeting SLAs/KPIs regular tasks include:
- Budgetary planning (aligning financial targets and headcount targets)
- Reporting monthly quarterly and annual results
- Revenue forecasting
- Providing insightful feedback
- Service Delivery Reviews with Customers
- Attending required meetings and preparing presentations/reports/analysis
- Performance management
Requirements
- Bachelors degree required.
- At least 1520 years of Service Management experience (HR/ Finance/Supply Chain backoffice experience highly desired)
- Excellent management and leadership skills.
- Must have superior written and spoken communication skills.
- Must be able to manage large teams across multiple functions and skill sets under the department.
- Experience with collaborating across various geographies is a requirement
- Previously handled global roles or regional in nature is a requirement
- Understanding or having direct Business Operations experience is a plus
- Should posses creative problemsolving skills can multitask knows prioritization of tasks resourceful Adaptable Flexible techsavy keen on details has a high EQ (Emotional Quotient) has a work ethics that is appropriate for a multinational setting and has a high sense of integrity
- Excellent management and leadership skills.
- Willing to work in Santa Rosa Laguna
Benefits
- Company stability
- Guaranteed 14th month
- Performance Bonus
- Loyalty Bonus
- Retirement Plan
- Flexibility
- HMO including all dependents
- Life Insurance
- Govermentmandate Benefits
Bachelors degree required. At least 15-20 years of Service Management experience (HR/ Finance/Supply Chain back-office experience highly desired) Excellent management and leadership skills. Must have superior written and spoken communication skills. Must be able to manage large teams across multiple functions and skill sets under the department. Experience with collaborating across various geographies is a requirement Previously handled global roles or regional in nature is a requirement Understanding or having direct Business Operations experience is a plus Should posses creative problem-solving skills, can multi-task, knows prioritization of tasks, resourceful, Adaptable, Flexible, tech-savy, keen on details, has a high EQ (Emotional Quotient), has a work ethics that is appropriate for a multinational setting, and has a high sense of integrity Excellent management and leadership skills. Willing to work in Santa Rosa, Laguna
Education
Bachelors degree required. At least 15-20 years of Service Management experience (HR/ Finance/Supply Chain back-office experience highly desired) Excellent management and leadership skills. Must have superior written and spoken communication skills. Must be able to manage large teams across multiple functions and skill sets under the department.
Employment Type
Full Time
Key Skills
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