Senior Service Delivery Manager

Job Description

Role Purpose: Accountable for monitoring and maintaining the delivery of services by GFM suppliers for India Real Estate portfolio in line to agreed standards. Lead the India region portfolio with responsibility for Service Delivery Managers working with the GFM supplier(s), Subject Matter Experts and other Business Partners. To develop, agree and implement a facilities and real estate strategy for India working with the GFM supplier and Business Partners that creates an environment where Syngenta employees can contribute to their highest potential, delivering innovative contributions to the business in safe, efficient and most effective ways. Accountable for India portfolio for both FM services and Real Estate lease activity. To act as an ambassador for Syngenta and GSS through strong networking, internally with R&D Business Partners, GFM supplier and other functional leadership and staff. Work with GFM suppliers in a business partner relationship to continuously identify improvements to the service provided and areas where further savings could be made. Accountabilities Manage the Facilities Management contract(s) at an area level and oversee that all the required services are being delivered to specification (security, engineering maintenance, cleaning, catering, heating, lighting and Real Estate). Be responsible for preparing and agreeing the India GFM budget with Regional GFM Head, GFM Finance and GFM supplier, monitor spending and accruals. Liaising with GFM supplier organization, R&D business partners, key internal stakeholders and external contacts to support the smooth delivery of area operations. Review the supplier delivery against the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for India region with the GFM supplier. Gather and collate area data on the KPIs and SLAs and communicate results to the relevant parties. Update and maintain the Syngenta Property Database & Real Estate Tracker. Manage all Real Estate transactions within their portfolio. Monitor GFM supplier performance via the Service Delivery Managers and act as the first internal escalation point for the Area. Share industry best practice and opportunities across Area. Ensure that all the area activities meet all internal and external legal, HSE, Letter of Assurance, fiscal and compliance requirements and that all corporate standards are understood and implemented working with the HSE departments, functions and GFM supplier appropriately. Act as a key contact and escalation point with Syngenta business partners ensuring that latest Syngenta business and real estate strategy is implemented across the area where relevant to GFM organization. Accountable for delivering GFM related projects in time, cost and quality within the area. Review Supplier contract terms at regular intervals with Service Delivery Managers and Supplier counterparts and identify improvements and savings that can be made according to feedback on service provided. Incorporate learning into any freshly negotiated terms and agree any major additional service provision to the base contract following the correct change control procedure. Work with relevant subject matter experts to ensure that service delivery protocols for sites and equipment is in line with Syngenta and Legislative Requirements for the Legal Entities within the Area. Establish and maintain fit for purpose area organizations for efficient delivery of GFM goals including the management of the organizational budget and people. Support the delivery of Capital, Maintenance and Operational projects delivered in the area where applicable. Head the Area Leadership team for GFM and be a member of other related leadership teams where appropriate. Take responsibility for area morale and communications where required. Responsible for execution of client satisfaction surveys. Assume Legal responsibility for GFM area operations, where relevant, and ensure that Legal and Compliance accountability (e.g. ISO, SOX, LoA) is clear across the area for sites in scope. Support Internal Audit process for the relevant areas of responsibility. Drive operational excellence and productivity improvement across area in partnership with Functional Business Partners and GFM supplier. List any specific deliverables/ projects within the role Contract management of GFM contract with key suppliers. Governance and Leadership of India GFM operations. Operational delivery of services on an area level. Delivery of GFM related projects in the area. Key local contact/facilitator with Syngenta/Third Party at an area level. Management of local Service Delivery team Complexity: A high level of area stakeholder management- facilitating the relationship between the local Syngenta functions, key business partners, the suppliers and the Third Parties. Application and understanding of the internal and external regulatory requirements. A high level of change implementation will be required. A high degree of autonomy is expected due to geographical diversity of the organization Essential: Experience of managing a diverse team across locations Comprehensive working knowledge of the contracts management in relation to the provision of services to the site, including the relate