Global Service Delivery manager

Leading all aspects of delivery to a Global Managed Service Client with large annual revenues Supervising a multi-faceted team of technical and non-technical support people with a high focus on best in class service support. Responsible for supervising major incident escalations, new & BAU projects, software and solution resolution by driving the team to resolve all incidents in a timely and successful manner. Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Implements six sigma methodologies and drives an ITIL structure and terminology demonstrating market awareness, customer retention and supports business growth. Develops cross functional working relationships and networks at all levels to drive timely resolutions, motivated people and strong team management.

Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members.

Manages and controls activities within multiple accounts a variety of Services, including Service Desks for Managed Services portfolio, single country or a sub-region which is part of a larger geographical Region. Manages typically a team between 8 and 15 direct reports, including Service Desk specialist, technical and non-technical, and Managed Services portfolio Service Delivery Manager (SDM) roles.

Role Accountabilities / Responsibilities

• Ownership of the Service delivery
• Responsible for the overall business success of a set of services, solutions, or a sub- set of the portfolio, product family, or functional segment. Establishes strategies and business plans to support business goals and initiatives by driving profitable growth and TCE.
• Manages and monitors performance of product and service business metrics (e.g., attach, penetration, revenue, TCE); delivers recovery or action plans for exception issues.
• As SDM manager identifies and drives process improvements for services route to market, delivery, business operations, and individual and team productivity to improve overall effectiveness.
• Ability to hire, mentor, supervise and ensure performance of a team, as such, assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals. Achieves diversity and other HR goals.
• Provide best in class service support structure to support customer needs
• Communication - Ensuring high levels of verbal and written documentation to the client
• Works with CSM(s) to drive tighter cost model to deliver margin growth
• Creating and maintaining processes / documentation using six sigma principles
• Identifies and develops new opportunities on current project
• Supports qualification and opportunity assessment for large and moderately complex opportunities
• Working in partnership with Customer Success Managers assist in developing our strategic accounts, always looking for up or cross sell opportunities
• Creates and foster a mutually beneficial relationship with Product Business Groups, Alliance partners, Services functional and support teams, and Regional Business Development Manager, Sales, Solution Partners Organization, and delivery functions.
• Focal point for functional team issues and resolution.
• Manages client relationships
• Frequently represents the organization to external customers/clients
• Supervisor to internal and external resources with a team size typically less than 15 direct reports
• Provides performance review input and indication of area of development for team members
• Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding.
  
  

Education And Experience Required

• Typically 8+ years to establish proven track record in Client Management and/or Service Business Management Established management background of high level individual contributors (leading teams).
• Typically first level and advanced level university degree .
• Demonstrable capability for managing a portfolio of Annuity Services contracts
• Experience in developing customer relationships including good negotiation, presentation and communication skills
• Experience in localized revenue deals
• ITIL v3 Foundation or above
• Proven track record in facilitating virtual teams, ability to influence decisions that benefit HPI or the customer, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks
  
  

Knowledge & Skills

• Growth mindset
• Evidence of successfully escalating and managing risk to deliver successful outcomes.
• Experience in developing project status reports and providing management reports to Executive board level stakeholders
• Experience and evidence of strong project planning monitoring and control
• Experience of supervising multi-functional delivery teams, in similarly complex environments
• Evidence of strong client up-skilling and knowledge transfer capability
• Demonstrate knowledge of corporate organization, culture and policies, cross functional roles and objectives.
• Familiarity with financial reporting tools and ability to correctly design reports and interpret their output.
• Management by influence with international, multi-cultural, virtual teams.
• Influence cross-functionally and on senior management level .