Senior Manager - Service Delivery - Staffing Firm

Senior Service Deliver Manager (BUH)- Staffing

Role:

- You will act as an interface with the client to influence projects at both strategic and operational level. The role requires strong customer service orientation and should be able to demonstrate strong interpersonal skills and a proactive attitude.

Key Responsibilities:

Service Delivery

- Responsible to drive the TLs to meet team targets daily and achieve the goals set for the project (both quantitative and qualitative).

- Ensure On time delivery of the projects and meet the SLAs set for the project.

- Works towards performance improvement based on feedback received from Quality.

- Look at opportunities for process improvements thereby improving the service delivery.

- Achieve the financial goals set in terms of revenue targets and gross margin targets on a month-on-month basis.

- Work on capacity planning to plan service delivery activities.

- Liaison with all internal departments to facilitate effective service delivery

HR - work closely with HR in closing open positions -

IT - All the requirements with respect to setting up projects should be communicated to IT and ensure timely set up of the projects

Quality - Ensure proper understanding of the strengths and weaknesses of the team members based on the quality feedback and take appropriate corrective and preventive action

Training - Work on a training plan with the training team to improve performance

Client Management

- Ensure client requirements are understood and documented.

- Ensure the SOW is in place for all projects and is in line with the client expectations.

- Constants connect to gauge the pulse of the client.

- Any client feedback is investigated immediately, and an appropriate action plan is communicated back.

- Ensure that all action plans agreed are closed and results documented.

People management

- Mentoring and coaching the TLs and the project owners to handle the team effectively.

- Ensure attrition and absenteeism is within control.

- Formulate strategies to retain and motivate the workforce.

- Design and implement incentive schemes relevant for the process.

- Act as a level of escalation for people grievances.

- Responsible for the career progression of team members.

- Have a robust succession plan in place for key positions.

Performance Management

- Set Organization goals for team members based on client SLAs.

- Ensure timely completion of monthly one to one review.

- Act as an escalation point for any disagreements or disputes.

- Conduct audits and dipsticks from time to time to identify gaps in the process.

- Identify areas of improvement within the team and produce corrective and preventive action

Qualification And Experience:

i. Graduate with 12+ years of Domestic IT Recruitment and Staffing experience

ii. Aptitude, attitude, integrity, and the right communication skills are very important for this role

iii. Have an eye for process and innovation

iv. Have a good understanding of IT and related areas. A huge plus if you are a technology geek

v. Are comfortable working with targets and competent enough to achieve them

vi. Are ambitious, motivated, & career-driven

vii. Are outgoing & social, the kind who makes new friends easily

viii. Are a great communicator: in-person, on the phone, and in writing?

ix. Are positive-minded, team-oriented, and coach-able for personal improvement

Remuneration:

An outstanding remuneration package that rewards professionalism and diligence will be on offer for the successful applicant as well as a well defined career path. An excellent package will be on offer for the right candidate, including an above industry base salary for the right person as well as the most complete employee benefit scheme. Don't miss out on this opportunity to join the market leader

Contact Person Name, Address & Nos.:

P.G.Ganesh
Partner