Capgemini Business Process Outsourcing is one of the first and the biggest outsourcing centers in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. BPO employs over 3400 specialists in its offices located in Krakow and Katowice.
Service Delivery Manager
Place of work: Katowice
Ref. no Praca.pl/SDM/KAT
Position purpose
The main purpose of the role is managing the contract effectively on daily basis including operations, finance and leadership. Provide the Client with high quality service. Ensure that all Service Level Agreements and KPIs are kept according to schedule. Develop teams and employees, promote team work and provide employees with coaching and leader’s support.
Key Areas of Responsibility
Service Delivery:
- Ensures that all deliverables for the project are created, approved and updated on ongoing manner.
- Ensures that all targets and deadlines described in KPIs and SLAs are met according to Client’s expectations.
- Assigns priorities for operations and services delivered to the Client.
- Assures sufficient resources to perform operations for the Client.
- On the base of contract creates budget for the project and perform budget analyses.
- Ensures that operations are run according to budget constrains for the project. Ensure that financial part of the project is well controlled. Approve financial data and forecasts. Identify potential risks related to project’s financials and report them to senior management.
- Perform negotiations with the Client on project’s financials when required.
Team Management:
- Creates strong and effective teams motivated towards effective performance and objectives realization.
- Based on the scope of project identifies profiles for recruited employees.
- Defines expectations towards employees.
- Ensures the workload is properly assigned to employees.
- Encourages cooperation, teamwork and knowledge sharing.
- Develops individuals with coaching, delegating and constructive feedback practices.
Continuous Improvements:
- Continually strives to simplify, standardise and improve processes across all countries subject to approval of the Client.
- Continually considers improvement opportunities and encourages the team to do the same. Focuses on continuously developing business relationships.
- Ensures processes within the project are performed efficiently and improvements are introduced to inefficient processes within the project.
- Ensure that appropriate controls are implemented to reduce the risk delays and errors.
Contribution to the Selling Process:
- Takes the opportunity to increase scope of services performed within the company by participation in selling process.
- Defines new opportunities by identification of potential areas where scope of project can be increased.
Requirements
- Related management experience in business and service delivery over 6 years
- High level customer service skills
- Impact & influence skills
- Able to work on multiply tasks in demanding environment
- Advanced project management skills
- Fluency in English
What we offer
- 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)
