Global Functional Service Delivery Manager

The Global Functional Service Delivery Manager reports to the CES HRO Global Service Delivery Head and takes overall responsibility for delivery of service for a specific function within an Engagement globally. The Service Delivery Manager manages multiple delivery teams globally across different Clients.

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  Accountable for overall service delivery of a specific function within CES HRO:
  
  
  • manage budget, scope, resources, change requests for the function globally,
  
  
  • assigns priorities for operations and services delivered to the Client,
  
  
  • assures sufficient resources to perform operations for the Client for transition and delivery phases
  
  
  
  


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  Accountable for operational compliance of a specific function at a global level, including
  
  
  • meeting all service level agreements (SLAs) & KPIS according to Client’s expectations,
  
  
  • QMS compliance,
  
  
  • information security
  
  
  
  


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  Accountable for process improvements, efficiency & effectiveness, including
  
  
  • quality improvements and in-scope process optimization
  
  
  • service delivery organization optimization
  
  
  
  

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  Ownership of people leadership activities within the function/tower, directly manage Local Functional Service Delivery Managers responsible for each function locally.


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  Close cooperation with respective Client Engagement Managers to build and maintain sound relations with the clients and their satisfaction at the functional level, involved in escalations at the global level.


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  Close cooperation with Global Process Owners acting as a key consultation point for process transformations, solution design and commercials.

• Proven track record in service delivery management, preferably in multi-client/ multi –BUs environment


• Focus on continuous improvement of the process and its value to customers


• Excellent customer relations skills to understand client’s needs and concerns, maintain and develop relation with the client


• Strong leaderships skills


• Ability to motivate, energize and lead the team


• Drive and initiative, strong commitment, ability to take ownership


• Experience in maintaining Budget and Costs of Delivery and/or Projects


• Fluent English (both written and spoken)

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
  


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ACCA, Prince2, PMP). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.
  


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)