Service Delivery Operations Manager - D

Job Description

A key leadership role within the organization responsible for overseeing and managing daily operations. Responsible for delivering in-time and in-quality service through effective management of service delivery teams. Continuously analyzes and improves operational processes and activites , identifying areas for enhancement and implementing plans of actions to increase productivity and efficiency. Provides guidance to the operations team, fostering a positive work environment and ensuring alignment with organizational goals. Ensures cross-regional cooperation to maintain global service delivery set up aligned.

Job Description - Grade Specific

Role Overview: • Guides and oversees Operations Teams, ensuring effective service delivery as per assigned scope • Personnel supervision, HR, career development, performance assessment, IT, etc. • Establishes and reports performance metrics • Demonstrates and promotes organizational vision and values • Acts as a strategic stakeholder partner and enabler • Builds and maintains a strong cross-functional cooperation with Stakeholders • Concentrates on budget optimization • Ensures service delivery activities comply with procedures, policies, laws and regulations • Promotes and actively participates in cross-regional exchange of knowledge, best practices and enhancements • Has deep knowledge of P2P end to end process • Provides support and mentorship to more junior service delivery teams • Drives improvement initiatives/change management to achieve overall Team efficiency General Responsibilities / Accountabilities: • Leads, directs and supervises Service Delivery professionals, promoting collaborative and high-performing team • Provides training path to the team in charge, promoting enhanced understanding of complete functional solution • Formulates strategic and operational objectives aligned with organizational goals • Follows global/regional KPI’s and regularly evaluates the team’s performance against benchmarks • Monitors and supervises the service delivery process to ensure successful operations and optimal outcomes • Establishes escalation management process • Handles complex and sensitive inquiries/escalations demonstrating professionalism, competence, and client-centricity • Accountable for development and implementation of operational procedures • Enforces all procurement policies, relevant procedures and compliance processes • Develops and maintains strong relationships with key Stakeholders/Clients • Manages budget reviews and reports cost plans to upper management • Ensures cross-regional cooperation to keep operations aligned • Provides guidance to the teams and promotes a collaborative working culture • Continuously evaluates and improves processes to enhance service delivery efficiency and effectiveness • Partners with cross-functional teams to improve tools and systems in use • Drives/Supports transformation projects

Skills (Competencies)