Involved in ensuring Company meets Service Level and other contracted parameters for SAP UK Utilities processes
Support solution Architects to design and mobilize new businesses and functions
Responsible for leading and ensuring career developing of the Ops teams, assist the Service Delivery lead meet the commercial objectives of the deal and continually seek opportunities to grow the deal head count.
Answerable/Liable for success
Directs assigned operations of Ops Teams verticals/Teams.
Lead assigned operations of Ops Teams verticals/Teams including communication of strategy, allocation of resources, mentoring, performance and human resources practices
Ensure employee morale and retention
Meet or exceed objectives as defined in the contractual obligations with the client.
Leverage resources available within Company as a whole to ensure delivery is time bound of the highest standards
Liaise with other functions to mitigate risks to Service Delivery
Ensure efficient communication across and levels and stake holders
Ensure Utilities domain expertise is built within the delivery teams
Must have UK Utility knowledge with special focus on Metering.
Type of Meters
Device & Meter Data Management - Collection and delivery of energy consumption, asset management and meter operation
Experience of managing managers within a UK Utility BPO environment for minimum 2 years.
Serve as the secondary client contact for Service Level / other contracted Metrics and take responsibility for issue resolution
Monitor forecasted and actual Service Levels proactively and reactively using levers at disposal
Work with other functions to ensure delivery
Escalation point for all verticals
Red Flag any issues to Company management
Serve as lead point of contact for the client and the vendors
Drive Continuous process improvement and deploy Quality Control process to exceed industry bench marks
Drive process improvements and planning
Remain updated on current on client and Company business changes to ensure program compliance
Maintain a detailed record of activities, actions and impacts
Bachelor's degree plus seven years' directly related experience