Senior Delivery Manager

  • Ahmedabad, Bangalore, Chennai, Delhi, Hyderabad, Kolkata, Mumbai, Pune
  • Confidential
  • 12-20 years
  • Views
  • 27 Jul 2018

  • Customer Service

  • Management Consulting
Job Description

- As the Delivery Manager, you will lead the service delivery. Liaising with the Country Director you will align operational functions to the client objectives. - You will measure and be accountable for critical metrics to ensure a high quality of service is being delivered. - You will assist in driving standard methodology/processes across the sourcing lifecycle and strive to be an ambassador for the brand at every interaction. Your duties may include, but are not limited to: - Responsible for all Customer relations and negotiations - Ensuring the team is performing and accomplishing the defined objectives and goals, meeting or exceeding established SLAs, and providing direction and mentoring where necessary - Assure that all program personnel are adequately trained on Vendor Management software, program procedures and policies - Utilizes program management skills of communication, presentation, time management, organization and planning to successfully achieve program goals and objectives - Performance manage all program resources by setting expectations concerning their performance - Responsible for estimating the quality and quantity of resources required to successfully achieve program objectives, and account for succession planning - Responsible for budgetary projections and management - Prepares and delivers weekly and monthly status reports to Allegis Global solutions and client - Acts as a liaison between the customer's and supplier's senior management - Manages supplier relations - Resolves all program issues with customer and suppliers as appropriate - Travel as necessary to support customer activity at key accounts - Assist in implementation of the Workforce Management Solution at new customer engagements - Assuring MSP account processes and procedures adhere with AGS Way principles - Assess areas of opportunity for process improvement and work with the Country Director to implement change where needed - Ensuring information security compliance - Supporting compliance with all hiring protocols and local employment laws, including data integrity and maintenance in the client systems - Work with HR on sourcing, inducting and training new team members - Collaborating with global program team to share best practices and ensure consistency across regions. Leadership: - Must have demonstrated self-development and the development of others (must be able to provide talking points upon request) - Must be open to continuous feedback & learning - Must be passionate about providing great work & have a high level of professional ethics - Must be passionate about leading a team to drive towards a common organizational goal & foster camaraderie - Ability to work with minimal supervision and fully leverage available Company resources - Must be able to apply analytical and critical thinking while being solution oriented - Must display initiative and drive to partner across time zones to drive performance results Customer Service: - Must be customer-service oriented (mind set/value) - Must be able to put a customer at ease in a stressful situation - When delivering content to the customer it has to be proactive and consultative - Must take full accountability and ownership of the assigned end-to-end scope of the client program. Desired Candidate Profile: Qualification And Experience: 1. 15+ Years of experience in staffing operations, service delivery, operations, client management & supplier management within the T15+ years- overall IT / Non-IT work experience in Contract Staffing 2. Excellent communication skills, analytical ability, management skills, and the ability to work effectively with clients 3. Strong people management skills, including coaching/mentoring and effective performance management. 4. Highly motivated & self-driven person who takes ownership and has the ability to build good relationship with technology and business stakeholders 5. MSP industry experience would be a plus 6. Min 3-5+ years- people leadership experience with a proven track record in hiring, performance managing, mentoring & growing people. 7. Experience of using recruitment technology (VMS, ATS, CRM) would be desired 8. Exceptionally strong & effective communication skills 9. Comfortable working in a team environment that values group contributions 10. Project execution and delivery management skills 11. Experience managing through change initiatives 12. Ability to interpret data from a variety of internal and external source and predict trend 13. Ability to work in a diverse global team leveraging & sharing best practices within the program.

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