Service Delivery Manager
Key Responsibilities:
● Lead and scale up the Process
● Managing initiatives and resources across the project to facilitate seamless transformation
● Creating and providing high quality presentations, Reports and client deliverables
● Take ownership of process management initiative
● Operationalize & deploy the process changes
● Conducting change management and process optimization
● Provide status around planned v/s progress across delivery functions to internal and external stakeholders.
● Provide accurate status based on various measurable delivery parameters including Capacity & Scope
● Define, implement and measure different KRA (Key Result Areas) for the workforce leading overall performance improvement
● Flexibility to work across multiple rotational shifts/night shifts
● Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator
Education Requirements:
● Bachelor’s or master’s Degree in any specialization
Key Skills and Experience:
● 12 years of Operations experience
● Exposure to project and program management function
● Ability to effectively influence and communicate cross-functionally with all levels of management
● Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
● Ability to manage multiple teams spread across different locations
● People Management Skills
● Strong communication with tactical approach in order to address issues of varying complexity.
● Defining success metrics, analyzing data and extrapolating actionable business insights
● Escalate issues to program stakeholders where necessary
● Stakeholder management and regular report outs to senior management
● Ensure achievement of SLA targets
● Process documentation and documentation management
● Project definition, communications and change management
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