Service Delivery Manager
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Air Liquide Europe Business Services (ALEBS) was created in 2019 in Lisbon Portugal with the mandate to provide financial services for Air Liquide European the space of 4 years it has expanded to over 400 employees based in 3 office locations: Lisbon Tomar and Guarda. The geographical scope was extended to include besides the European affiliates also entities located in Africa Middle-East and India and the operational scope was extended and includes today not just Finance but also Human Resources.
How will you CONTRIBUTE and GROW
In the context of Fit the new organization named Group Business Services Centers will accelerate this evolution and will operate as a part of Global Business Service function integrated into a global organization.
GBSC aims to significantly support and enable the Group transformation towards a simpler streamlined and cost effective organization by better leveraging best in class models technologies people and competencies.
The ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. GBS strives for excellence adopting the Best in Class models to deliver value through simplification and standardization of processes while adhering to Internal controls and compliance requirements.
Ensures consistent execution including the use of common service management capabilities such as service catalogue service level management customer experience management risk management and internal control.
Work closely with peer Service Delivery Leads (SDLs) across other regions to co-create and govern the One GBS Operating Model. This involves unifying the Global Service Catalog KPI frameworks and Power BI dashboards to ensure a consistent best-in-class experience regardless of the region.
Drive a customer-centric culture by fostering a Service and Solutions mindset within the team. Lead the regional adoption of CX metrics (NPS/CSAT) and use journey mapping to fix pain points. Also promote and oversee CX training initiatives to help the team elevate their service skills and business impact.
Ensures and maintains long-term and reliable relationships with GBSC stakeholders and business partners conducts and follows up on business partner satisfaction as well as understands affiliate needs and aligns strategy opportunities.
Plans and conducts end-to-end service performance meetings and activities on tactical level serves as a single point of contact for urgent escalations (general service delivery issues addressed in tactical and operational service governance meetings) as well as manages and supervises critical escalations that need cross-center/cross-tower alignment.
Sets direction for overall reporting needs of GBSC leads the development and management of initiatives associated with Reporting.
Maintain Analyse and Report Organisation Customer Financial and Operational Metrics
Support change management to all service-related formal agreements. This includes changes to service baseline service level agreement(s) operational level agreement(s) and balanced scorecard.
Assists GBS Functions in managing and monitoring their service performance level.
Ensures accurate and timely GBS service reporting across all towers including internal and stakeholder service performance.
Provide inputs to continuous improvement and organisation development activities
GBSC Europe
Support the management of the operational customer financial and employee performance of GBS
Primary custodian of Service Catalogue for Europe- manage maintain service catalogue and coordinate with GBSC teams
Are you a MATCH
At least 5 years experience in a major company in disciplines such as change management and project management roles. Business background in Shared Service centers will be a plus.
Bachelors degree in Business Management HR or a related social/administrative science.
Advance level of English is required. French German Spanish is a significant plus .
Requires analysis and solving of moderately complex problems. May create new solutions leveraging and where needed adapting existing methods and procedures.
Good business awareness and understanding of key interfaces within a shared service organisation and its business functions as Procurement Finance HR and IT/Digital is considered essential.
Ability to advise persuade and influence people in a professional and effective manner.
Extensive knowledge experience and understanding of delivering high quality and cost-effective business processes.
Ability to lead a team to work effectively and collaborate as part of a wider multidisciplinary team to deliver common objectives.
Contribute to a positive work environment that influences high employee engagement
Advanced proficiency in Big Data Analytics Metrics and Predictive Analytics Operations Management Service Level Agreement Quality and Process Improvement Issue Management Service Change Management and Scope Management
Our Differences make our Performance
At Air Liquide we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees our customers patients community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to innovate by living our fundamentals acting for our success and creating an engaging environment in a changing world.
Required Experience:
Manager
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 75 countries with approximately 66,400 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter ... View more
