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Service Delivery Operations Lead

Job Location: TX - San Antonio

Regional Description: Southwest

Job Number: 00588839

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- Job description

The Service Delivery Operations Manager agrees on deliverables, budget, schedule, dependencies, service levels, operating metrics and scope for a Client Service Service Delivery Team and assigns resources and is ultimately accountable to ensure extended team creates deliverables on budget, on schedule and with the appropriate quality. Requires interfacing with Contract Service Management Leads, Project Managers and the Client Service Service Delivery Team. Key Responsibilities are Assign team resources to work communicating allocated budget, schedule, macro approach and deliverables Identify and manage issues and risks and act as an escalation point within the team Validate appropriate contributors have participated in the creation review of each team deliverable according to standard methods and or processes Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team s Service Delivery Team s process and or project requirements and deliverables Monitor and analyze client and customer satisfaction through available escalation complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements Identify and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements. Responsible for ensuring financial viability of suppliers, with deepest focus on critical suppliers. This includes the development and management of a global supplier financial viability assessment process and associated training to align with Global Procurement Sustainability and Corporate Treasury requirements. Work with DCN to flag critical suppliers, ensuring supplier financial reporting is received and schedule ongoing reviews with Corporate Treasury.Manage team mix to the standard pyramid for type of Client Service Team Service Delivery Team, headcount, macro resource load balance rolling 3 months , utilization, OT, etc.,
Basic Qualifications Bachelor s Degree or 5 years additional work experience Minimum 5 years of operational experience in Delivery Operations Minimum 5 years of supervisor experience Minimum 3 to 5 years experience in supply chain or procurement operations Minimum 3 years experience in People Management of large teams 75 plus Preferred Qualifications Accounting Finance knowledge Prior experience working with Lean, Six Sigma or other operations management principles Experience of successful negotiation of complex or strategic contracts Ability to interpret data, prepare presentation materials and deliver content to all levels of management and clients Strong interpersonal, oral and written communication skills dealing with internal and external contacts Strong supervisory, coaching and project management skills Proven global expertise and perspective executive level presence and influence

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