Manager

Job Title: Manager Global Business Svcs Job Code: 6647 Subtitle: GBS Tiered Service Delivery Model Implementation Specialist Job Summary: This role is responsible for supporting the planning, design, implementation, and scaling of Service Delivery Operations within the Global Business Services & Operations organization. The individual in this position will collaborate directly with the GBS Rollout Team, Global Business Services Operations, and senior leadership in GBS and in-scope organizations. Key activities performed by this role will be to 1) Oversee the initial setup and mobilization of the project, 2) Facilitate alignment of the scope of work and support the design of GBS Operations, 3) Lead the coordination efforts for the implementation of GBS Operations, 4) Manage the scaling of services to ensure successful expansion of GBS Operations, 5) Handle project management tasks and coordinate project governance activities. Education: Bachelor's Degree Year of Experience:

8-10 years

 

Type of Experience: ​Experience in leading transformation and transition projects in the service delivery operations space, with expertise in the outsourcing/business services industry including assessment, scoping, operations optimization, AI-enabled digital front door design and implementation, organization design, complex program management, process standardization, optimization, and documentation, hiring service operations teams, setting up operations reporting, knowledge transfer, service cutover, and stabilization. Principal Responsibilities:

• Apply advanced knowledge of service delivery operations and business transformation to develop comprehensive implementation plans for transformation projects.  Coordinate resources, timelines, and project governance activities to ensure readiness for execution, compliance and successful delivery.
• Regularly and effectively interface with stakeholders to drive alignment on scope of work for transformation and transition; and ensure clear understanding and agreement on project objectives and deliverables.
• Conduct thorough assessments of current service operations and identify areas for improvement and opportunities for transformation. Create a thorough knowledge base by documenting existing and new processes and ensure accessibility and usability of knowledge resources.
• Develop strategic plans for future service operations, create innovative solutions to enhance efficiency and effectiveness, and design organizational structures to support the transformed service delivery model.   Ensure alignment with strategic goals and objectives.
• Develop solutions for Tier 0 service delivery, including front door and virtual assistant capabilities and ensure seamless integration with existing systems and processes. Design and implement efficient intake, triage, assignment, and case workflow processes.  Leverage technology to streamline operations and improve service delivery.
• Facilitate the transition of work to service operations teams and ensure smooth handover and continuity of services. Develop and execute change management plans to support transformation initiatives and engage stakeholders and manage resistance to change.
• Provide active coaching, mentoring and knowledge-sharing with junior staff to advance their career development; and manage and review those team members’ work product. May have people management responsibility for a small to mid-sized team of entry level through intermediate level professionals.

 

Qualifications:

• Proficient in applicable frameworks and methodologies including Offshore Transition Lifecycle, Global Business Services, Shared Services & Outsourcing Advisory. Strong proficiency in Microsoft Office applications (MS Excel, Word, PowerPoint, OneNote, Project, Visio) with a general understanding of data analysis techniques.
• Experience working in a global multi-vendor environment, stakeholder management, collaboration skills, and project management. Big 4 or large consulting & services organization experience is a plus.
• Excellent verbal and written communication, reading comprehension, and critical thinking skills to lead an environment driven by customer service and teamwork. Able to work collaboratively as well as independently.  Excellent presentation and negotiation skills. Must be able to set goals and participate in strategic initiatives for a team; and foster the development of high-performance teams and interface with all levels of the organization. Ability to participate in development of resource plans and structures and influence organizational priorities. Some travel may be required to Jamaica, Mexico, or US locations

1