Senior Service Delivery Manager

About Client:

• Our Client is a multinational IT services and consulting company headquartered in USA, With revenues 19.7 Billion USD, with Global work force of 3,50,000 and Listed in NASDAQ, It is one of the leading IT services firms globally, known for its work in digital transformation, technology consulting, and business process outsourcing, Business Focus on Digital Engineering, Cloud Services, AI and Data Analytics, Enterprise Applications ( SAP, Oracle, Sales Force ), IT Infrastructure, Business Process Out Source. Major delivery centers in India, including cities like Chennai, Pune, Hyderabad, and Bengaluru. Offices in over 35 countries. India is a major operational hub, with as its U.S. headquarters

• Job Title:

  Service Delivery Manager

• Location:

  Hyderabad or Noida

• Experience:

  12+ years

• Job Type :

  Contract

• Notice Period:

  Immediate joiners

Key Skills

12+ years of industry experience in Back Office / Contact Centre operations

• Experience Preferred in Insurance – Property & Casualty domain

• Understand the client operations landscape and implement Standard Quality framework based on statistical analysis

• Manage a team of Quality Leaders and / or Quality Auditors (overall span range - 30 to 70)

• Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred considering the Global scale and impact of the role

• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements

• Strong client-facing skills with excellent communication, negotiation and conflict management skills

• Strong Process Knowledge and Compliance to Multiple Audit procedures

• Thorough knowledge of MS office tools like Power point & excel are critical for the job

• Experience in implementing innovative solutions and driving technologies, automation

• Analytical acumen and the ability to streamline complex processes

Responsibilities:

Lead TQ support for a strategic offering including Quality as a Service (QaaS).

• Provide quality support, development of metrics and dashboards in line with customer requirements

• Ability to lead a team, coordinate with teams spread across multiple locations and time zones and drive standardized practices

• Meet and exceed client metrics: Consistent performance across External & Internal quality metrics / expectations

• Strengthen quality management processes/framework to improve delivery & performance

• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client’s expectation

• Drive continuous improvement program across processes

• Analysis of utilization, efficiency and available data for the process

• Undertake detailed process improvement studies and up skills the team members

• Ability to get out of the box ideas and Process Improvement Initiatives in the process

• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.

• Should drive Process Control & Compliance in addition to managing Audit requirements.

• Innovate new ways of learning and help drive adoption of Tech infused learning solutions.

• Lead Governance & performance reviews for areas driven by TQ team

• Mentor Green Belt/Yellow Belt projects