Service Delivery Manager

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

Purpose of the role:
Responsibility for managing service delivery, promoting a lean, continuous improvement culture to deliver required levels of productivity, service quality and customer satisfaction.
Embed a culture of customer service excellence and continuous improvement.
Develop strong, collaborative relationships with senior stakeholders to develop and drive improvement and change initiatives that support business transformation

Accountabilities:
• Supports Business Services Managers, the Operating Centre Manager, the BPOand Change and Integration teams by driving and assuring the overall smooth and efficient running of service delivery to meet business requirements and growth.
• Ensures the quality and efficiency of service delivery through the control and monitoring of performance metrics, including delivery of dashboard reporting and development of SLAs in line with business objectives and best practice.
• Champions SLA management and customer satisfaction. Ensure the information systems and the review structures for SLAs & OLAs and client satisfaction are in place and effectively used. This includes managing performance against service levels and auditing the delivery of services against agreed metrics for Third Party providers, internal providers and Customer obligations.
• Work closely with the Process Improvement Manager to ensure and monitor that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Builds relationships with key stakeholders at all levels.
• Motivates, develops and mentors other service delivery employees.

Key Relationships /Interfaces:
• BPO provider(s) at delivery management level
• Finance Services and Group Procurement at delivery management level, Business Services Managers,Global Process Leads.
• Customer Finance Business Partners, Business Process Interface and IT departments.

Required Skills, Qualifications & Experience:

Qualifications:
- Relevant university degree and/or professional qualification
- CIPS/ACCA/PRINCE2 and similar are desirable but not the must

Skills:
- Strong communication skills with ability to align diverse views and gain consensus, providing clarity and direction on what is to be achieved and break down barriers that get in way of effective team working
- Ability to operate effectively in an ambiguous environment with tight deadlines and finite resource
- Exceptional problem solving skills
- Excellent stakeholder management skills across a diverse geographic region and at multiple levels, with the gravitas to engage with and influence senior internal and external stakeholders
- Commitment to service excellence and continuous improvement.
- Strong business and financial acumen with ability to analyse SLA’s, make recommendations for improvement using performance management metrics
- Excellent people management skills, an advocate of developing employees and working collaboratively in teams

Experience:
- Broad and and deep operational service delivery management expertise at senior level in a large multi-function organisation, preferably in an international environment
- Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements.
- Experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships.
- Experience in outsourcing bids, preferably including in an international setting.
- Management experience with and without direct line management responsibility. (matrix)
- Experience of commercial business case development, benefits realisation planning and tracking of business resources against business strategy.

In order to participate in the recruitment project, please send us your CV.

We reserve the right to contact only selected candidates.

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl