Service Delivery Manager

Service Delivery ManagerThis role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

Job Family Definition:

Responsible for the quality, magnitude, and effectiveness of contract relationships between the company and the customer. In concert with the the company sales teams & delivery teams, cooperates in building effective business relationships between the company & the customer. The Client Manager leads the contract account team to meet the customer’s requirements for quality, speed and cost while meeting the company internal metrics in terms of financials and customer satisfaction. Serves as the contract’s principal representative to the customer, making business decisions and contractual commitments on behalf of the company. Responsible for revenue, profit, and increasing the business volume by increasing depth and breadth of the company’s offerings.

Management Level Definition:

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director. 

Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

Responsibilities:

• Manages area(s), customer(s), or team(s) of company employees with well-defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
• Provides coaching, guidance, and knowledge-sharing support to colleagues as needed.
• Plans and directs the delivery of contracted business activities throughout the contract's lifecycle (from business development through contract closure) for a small portfolio of contracts.
• Accountable for the financial performance of the contract - in terms of RevenueMargin and Growth potential on the portfolio of contracts.
• Accountable for customer satisfaction with respect to annuity or outsourcing services.
• Establishes yearly budgets and controls expenses to achieve financial goals Leads business negotiations for contracts and/or portions of larger contracts.
• Directs solution, operational service, partner, and sub-contractor teams that deliver services to the customer.
• Leads the account leadership team which is typically comprised of Sales, Delivery Management, & Client Management. In this capacity, responsible for:
  • As appropriate to the contract agreement, assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
  • Directs the planning, assessment and development of new business opportunities in partnership with the company sales.
  • Develops and nurtures mgmt or senior management-level relationships with the customer.
  • Contributes to the development of account plan; leads portions of the account plan.
• Pro-actively contributes to the customer's business improvement, planning and budgeting process.
• Develops tactics and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
• Maintains effective communication with and between the functional areas of the account team, and with the company management as needed.
• Oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, the company, service providers, and partners.
• Leads the Customer Management Office which includes Account Delivery Manager.
• Generates additional revenue thru "product pull thru" after an MS outsourcing.

Education and Experience Required:

• Bachelors Degree or equivalent combination of education and experience.
• 3 years' of Client Mgmt & 8 + years industry experience.
• Track record of managing somewhat complex Portfolio of Annuity Services deals up to $25 million+ per annum.
• Experience in small and mid-sized deals involving a mix of countries/business units/product lines.
• Demonstrable capability for business P&L management, financial concepts and contract law.
• Demonstrable capability for managing a business in start-up and growth phases. Experience in developing customer relationships including very good negotiation, presentation and communication skills.
• rack record in leading virtual teams, influential, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.

Knowledge and Skills:

• Demonstrate knowledge of corporate policies, products, markets and processes, and an understanding of general business, financial and program management principles and practices.

#LI-Hybrid

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

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We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Job:

Services

Job Level:

Manager_1

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