Service Delivery Operations Manager - D
- Capgemini
- 4 - 8 years
- Pune
- 2 months ago
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Job Description
About The Role
A key leadership role within the organization responsible for overseeing and managing daily operations. Responsible for delivering in-time and in-quality service through effective management of service delivery teams.Continuously analyzes and improves operational processes and activites , identifying areas for enhancement and implementing plans of actions to increase productivity and efficiency. Provides guidance to the operations team, fostering a positive work environment and ensuring alignment with organizational goals. Ensures cross-regional cooperation to maintain global service delivery set up aligned.About The Role - Grade Specific
Role Overview:Guides and oversees Operations Teams, ensuring effective service delivery as per assigned scope Personnel supervision, HR, career development, performance assessment, IT, etc.Establishes and reports performance metricsDemonstrates and promotes organizational vision and valuesActs as a strategic stakeholder partner and enablerBuilds and maintains a strong cross-functional cooperation with StakeholdersConcentrates on budget optimizationEnsures service delivery activities comply with procedures, policies, laws and regulationsPromotes and actively participates in cross-regional exchange of knowledge, best practices and enhancementsHas deep knowledge of P2P end to end processProvides support and mentorship to more junior service delivery teamsDrives improvement initiatives/change management to achieve overall Team efficiencyGeneral Responsibilities / Accountabilities:Leads, directs and supervises Service Delivery professionals, promoting collaborative and high-performing teamProvides training path to the team in charge, promoting enhanced understanding of complete functional solutionFormulates strategic and operational objectives aligned with organizational goalsFollows global/regional KPIs and regularly evaluates the teams performance against benchmarksMonitors and supervises the service delivery process to ensure successful operations and optimal outcomesEstablishes escalation management processHandles complex and sensitive inquiries/escalations demonstrating professionalism, competence, and client-centricityAccountable for development and implementation of operational proceduresEnforces all procurement policies, relevant procedures and compliance processes
Develops and maintains strong relationships with key Stakeholders/ClientsManages budget reviews and reports cost plans to upper managementEnsures cross-regional cooperation to keep operations alignedProvides guidance to the teams and promotes a collaborative working cultureContinuously evaluates and improves processes to enhance service delivery efficiency and effectivenessPartners with cross-functional teams to improve tools and systems in useDrives/Supports transformation projects
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & Operations
Role Category: Service Delivery
Role: Service Delivery Manager
Employement Type: Full time
Contact Details:
Company: CapgeminiLocation(s): Pune
Keyskills: Service Delivery Operations Operations management performance assessment Personnel supervision HR career development
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