Service Delivery Manager

England  ‐ Onsite
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Description

Service Delivery Excellence Manager
100% remote based
12 Month contract
Monthly £4000 Pay (Inside IR35/UMB)

Area and Role Purpose
Aligning the mission of the Service Center, to business needs of our customers through centralization, delivery efficiency, accuracy, established expertise and consistency in experience.

Drive Delivery Excellence & Operational Excellence for Service Center by:
*Enhancing the Customer Experience and Value through targeted delivery improvement initiatives. This requires skills in monitoring operational service delivery performance and quality, scoping and driving projects that address opportunities derived from analysis insights. Note that this is not Service
Desk delivery.
*Developing and executing Change Management project plans that land and reinforce changes. Continual effectiveness monitoring post launch and course correction as required.
*Enhancing the supplier delivery governance approach to establish accurate performance, quality, and value measures.

Drive Efficiency:
*Contribute to organizational efficiencies and consistent experiences for our Service Center Customers and Community.
*Business Impact - Identify opportunities to positively affect/impact business results and customer experiences

Key Deliverables & Responsibilities:
*This role will be responsible for supporting the Service Center Delivery Excellence Team.
*You must be able to integrate into a small, talented, supportive and hardworking team as many of our projects have interdependencies.

The Delivery Excellence Team Focuses on:
*Identifying, prioritising, and driving best practice Delivery Excellence implementation across a portfolio of services.
*Accelerating the journey from service launch to stable BPO operational management.
*Customer experience and value add service delivery, improving operational management efficiency and reducing capability gaps.
*Driving continual service SLA performance and Quality improvements.
*Identifying service delivery opportunities through detailed analysis and capable of driving these initiatives with our BPO suppliers.
*Initiative project management, monitoring, and progress tracking.
*Accelerating service run management ownership to our BPO suppliers.
*Developing a Trusted Partnership with thin layer monitoring governance.

Experience
Education 4-8 years of program management or operations experience. Project management skills are a distinct advantage.

Professional Training and Certification
*Project and Change Management skills
*Proficiency in JIRA and/or Azure Dev Ops
*Proficiency in Microsoft Office required. (Word, Excel, PowerPoint, Teams, Outlook)

Knowledge, Skills, and Abilities
*Ability to work on an Agile methodology framework.
*Excellence communication skills to all levels (including executive level)
*High-powered analytical skills and the ability to understand concepts and situations that are not immediately obvious (peeling the onion).
*Ability to mine and process data, deriving business insights.
*Ability to foresee and analyse project risks; develop risk mitigation plans and managing any subsequent issues.
*Strong project and change management skills that cover the PROSCI change management life cycle.
*Ability to apply judgement in high pressure situations with minimal external guidance.
*Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided.
*Strong organisational skills and ability to document and quick reference information and knowledge.
*Knowledge/background in software industry products/services/applications, with in-depth knowledge of Microsoft's products/services/applications preferred.
*Must possess strong cross team/group/org collaboration skills.
*Positive, energetic, enthusiastic attitude
*Excellence in time management and prioritisation.

Advantage Resourcing is a service driven recruitment consultancy.

Start date
ASAP
Duration
12 months
From
Advantage Resourcing
Published at
21.10.2021
Project ID:
2233498
Contract type
Freelance
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