Global Service Delivery Manager

For more than 15 years Easy Consult has been a trusted partner for tailor made HR solutions in various industries. Striving to be a market leader we are always on the look for the latest trends in HR, staying true to our mission of building long lasting relationships with our clients, candidates, and employees.

No matter if it is about recruiting a skilled machine operator, a qualified software developer or an experienced executive our team has been delivering in a time efficient and high quality manner.

On behalf of one of our clients, we are currently looking for Global Service Delivery Manager to join their team.

The Global Service Delivery Manager is accountable for managing client expectations, establishing key client relationships at the operational and strategic levels, and supervising all services provided to Client. It is required a good understanding of project management, customer service and service level agreements as well as previous experience in similar industry. Must be able to manage complex business situations, plan, schedule, and monitor multiple activities in a fast-paced and fluid environment as well as get things done.

What you will be doing:

• Ensure global Operations meet Clients Service Level Agreements;
• Provide regular measurement of the effectiveness of all services provided by the company (Operational Effectiveness Dashboard);
• Drive Process Improvement initiatives to enhance Operational Effectiveness with very strong focus on end-user experience;
• Ensure Client satisfaction on all Ongoing Support services provided to client by the company;
• Change Management - Identify events likely to impact clients ongoing support operations by maintaining a Change Management Dashboard and ensure the company operations are ready to handle change (Change Readiness).
• Change Management drive key IT transformational activities as well as oversee transitions of new lines of services.
• Ensure the timely delivery of all contracted reports across all lines of service;
• Track trends across all service lines;
• Act as clients point of contact for any additional reporting/data analysis request;
• Provide value-added analysis in order to help client increase field effectiveness;
• Prepare for and coordinate all relevant client-vendor meetings part of robust global governance structure;
• Act as Single Point of Contact for the resolution of any and all client issues across all Ongoing Support Services and regions, as applicable;
• Manage, develop and coach a large team of managers in different functions within the support organization helpdesk operations managers, onsite support track leads, knowledge managers, business productivity managers, other regional service delivery managers;
• Build relationships with client contacts, internal company operational groups and any 3rd party involved in supporting Clients environment. Requires frequent presence on clients premises;
• Understand in depth the everchanging strategic objectives of the client and how to deliver on them, ultimately driving value-add initiatives;
• Work with other company departments, as appropriate, to identify Cross-Selling Opportunities as well as develop strategies to develop more business within the account(s). Facilitate contract re-negotiations;
• Partner with Sales for the preparation all sales or legal documents, and overall join ownership of growing revenue on the account;
• Be fully knowledgeable of all contract content, Service Level Agreements, exception clauses, pricing and others as applicable.

Ideally, your skills will include:

• At least 3-5 years of leadership experience in IT outsourcing or IT managed services, managing large operational teams;
• Minimum of a Bachelor's degree or equivalent in business or a departmentally related field (MBA would be considered as a plus);
• Fluent written and spoken English of minimum C1 level;
• Solid presentation, organizational, client engagement and project management skills;
• Ability to build long term relationships and client engagement;
• Strong negotiation, interpersonal and customer service skills;
• Experience in P&L ownership would be considered as advantage;
• Strategic and experience design thinking;
• Knowledge and/or certifications in Agile, SCRUM, ITIL, and KCS (considered as advantage);
• Availability to travel internationally 1-2 times per quarter.

As a company employee you will receive:

• Competitive salary and performance bonuses;
• Opportunity for career progression;
• Young and vibrant team environment;
• Social benefits package, including medical and life insurance, option for Multisport card;
• Professional on-boarding and on-going trainings.

If this opportunity sounds appealing and fitting for you and your future career development, dont hesitate and apply. Send us your CV in English and we will contact the short-listed candidates as soon as possible.

And if this job is not suitable for you, but you know a person who is a perfect match on the requirements listed, please share the link or recommend your friend.

Our services are free of charge for candidates.
All applications will be treated in strict confidentiality. Easy Consult Recruitment and Employment activities are based on a Recruitment license 2339/ 30.08.2017