Manager - Service Management Lead - Shared Services

Skills - Operations

Job Type - Permanent

Job Description - Work on providing value through delivering what the business needs: Ease of access to services (e.g. One stop shop); Expertise and best practice at point of need (e.g. talent strategy); being able to support the growth agenda of the firm.

Client Details : 

Our client is a leading organisation in the field of business & management consulting. This role lies under their operational Excellence Hubs (OEH) Central team for the role of implementing Service Management Framework (SMF) and establishment of service level agreements based on quality, value and timeliness of service delivery.

Description : 

As a manager:

- Monitor and manage service delivery performance reporting to OEH / KBS leadership and the wider business

- Based on service delivery outcomes, support root cause analysis to identify initiatives needed to improve service delivery in areas of under-performance

- Accountable for service management tooling (e.g., ServiceNow, Job Track) to support SMF

- Drives activities to focus on delivery of year on year SLA improvement

- Work with the OEH central team and senior business / functional leads to ensure the OEH service catalogue meets changing needs of the customer

- Overall accountability for the consistent and successful implementation of the Service Management Framework (SMF) and establishment of service level agreements based on quality, value and timeliness of service delivery

- Work to arbitrate any escalated issues regarding balancing customer satisfaction in line with operational effectiveness

- Support leadership team as an Individual Contributor for operational benchmarking, performance, SLA resolutions

Profile

- The candidate must have 2-3 years of relevant experience in a similar role, preferably with a Big 4 firm and 9 years of professional work experience overall

- Hands on experience in a service management or service delivery role in a fast-moving professional services organisation

- Demonstrable ability to build and lead a best in class, enterprise level multi-discipline service management function

- Demonstrable experience in driving operational excellence and continuous improvement through metrics and measurement of outcomes

- Ability to translate complex information in meaningful management information and work with internal teams for bennchmarking, identifying KPIs for SLA improvement

- Excellent communication skills and stakeholder management capabilities while prioritising deliverables, delivering projects timely and collaborating cross-functionally

Job Offer :

- Quick growth and opportunity to work for an international leading consulting firm

- Develop stakeholder mangement skills liasoning with leadership for operational benchmarking and improvement

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Suyash Sharma on +91 124 452 5445.

Contact - Suyash Sharma - +91 124 452 5445

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