Global Service Delivery Manager

Responsibilities :

• Accountable for service delivery, across multiple tracks, for one of our clients in the Digital space. Manage multiple diverse delivery teams located globally
• Direct a team of Project Managers, Track Leads, Delivery Leads, group managers of large-scale, complex global projects that involve multiple stakeholders
• Monitors day to day delivery management and engagement with multiple support units within the organization to ensure adherence to service level standards and to deliver a best-in-class service, meeting or exceeding all KPIs and within budget
• Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
• Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
• Effectively assess and resolve high priority project risks
• Ensure projects meet success parameters and ROI targets stated in the business case
• Set the strategy for development, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Act as the Voice of Customer, championing change and improvements across Customer experience, drive change and influence projects to support and achieve improvements in Customer Experience.
• Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
• Enhance quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
• Tap additional account growth opportunities through networking & client relationship management
• Aim at maximizing economic value and securing future competitive advantage
• Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
• Lead the WBR’s MBR, QBR’s with multiple stakeholders
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contract demand is effectively covered
• Effective transition, pre-bid and RFP experience is an added advantage
• Drive team towards transformed state and always look for opportunity to improve and run people independent process
• P&L responsibility and account growth
• Lead, inspire and co-ordinate team at all levels to create motivated and engaged colleagues

Minimum Skills to Hire :

• Bachelors in Engineering with 15-20 years or Master’s Degree with 15+ years’ experience
• 8-12 years’ experience in managing large scale agile programs focused on global service delivery
• 10+ years’ experience with People Management and Stakeholder / Client Management
• Previous experience with outsourced techno functional projects is a plus. Knowledge of Cloud environment is an added advantage
• Excellent at managing and influencing a wide network of Client Stakeholders at senior levels
• Ability to balance multiple projects, making strategic decisions on time, quality, and cost to deliver complex activities
• Proficient in Agile methodology with an ability to adapt quickly to changing technology requirements
• Strong understanding of Engg. Support Services (cloud products)
• Good with numbers, analytical and logical skills are a must for the role along with flexibility on managing global delivery teams.
• Ability to develop comprehensive and complex operational and strategic plans
• Excellent budgeting, business financial and P&L skills
• Advanced influencing and communication skills
• Advanced client service skills and leadership capabilities
5 days ago