Job Specific 

Accountabilities 

As the Global Service Delivery Centre (GSDC) leader for Services, you will plan, direct, coordinate, and oversee operations activities across all global delivery centers, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization. 

Leadership 

• Ensure that the Global Delivery Centers deliver quality services that drive positive customer experience resulting in customer retention, upsell opportunities and new leads. 


• Maintain and manage a clear understanding of service organization objectives to align delivery execution to SoftwareONE Solution and Services. 


• Support the development of Services Operations Strategy to meet company goals by supplying expertise and guidance on Global Delivery Centers’ operations. 


• Accountable for the execution of the global services strategy and for providing direction to direct reports to ensure alignment with global services and local service delivery organizations in line with the global strategy 


• Provide input and support in the development of cost an headcount budget during budget cycle and effectively manage agreed cost and headcount to budget. 


• Management and approval of recruitment, dismissal and development activities of direct and indirect reports as per compony HR policies 


• Managing all the activities associated with our Global Service Delivery Centers for Services in India, Germany and Mexico, Brazil, including GSDC resources and capacity, service delivery and escalation management  

Operational 

• Implements, and communicates the strategic direction of the Services Operations organization across the Global Service Delivery Centers including but not limited to India, Germany, Mexico and Brazil. 


• Collaborates with Services Line and Service Operations Leadership as well as local business owners to support our service delivery goals and objectives.  


• Identifies, recommends, and implements new standardized processes, procedures and technologies, across all delivery center’s to ensure consistent way of work in delivery of services 


• Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution. 


• Adheres to globally and locally agreed SLA as per contractual agreements and KPI’s 


• Provides timely and accurate key performance indicator reports in support of service delivery activities across the teams 


• Monitors, maintains, and continuously improves processes and procedures to support service delivery activities 


• Monitors and manages customer satisfaction and the implementation of Service Improvement Plans (SIP’s). 


• Maintains knowledge of emerging technologies and trends in operations management. 


• Performs other related duties as assigned. 

Additional Skills Requirement 

• Demonstrate a client-first approach to operational challenges  


• An energetic leader with the professional background and experience with managing people and performance metrics that drive accountability across global locations 


• Strong organizational and leadership skills with the ability to make decisions in a rapidly changing, and competitive environment 


• Confident individual that’s highly motivated and results oriented 


• Proven track record of many years of experience in Service Delivery Management 


• Ability to converse with senior customer stakeholders 


• Desire to work in fast-paced, challenging environment 


• Excellent communications skills with the ability to manage challenging conversations in a professional manner 


• Listening to customers, probing for business process pains and opportunities, to meet or exceed their expectations 


• Methodical approach 


• Good presentation skills 


• Active listener and effective communicator 


• Ability to prioritize and demonstrate relentless discipline in achieving goals 


• Proven ability to influence others 


• Strong ownership, bias for action and willingness to role-up your sleeves 


• ITIL Foundation 3 knowledge or certification is desirable 

Skills  

Skills Requirement  

• Post Graduate degree in Business Administration, Engineering, or other industry-related field required;  


• At least 18-20 years of industry-related experience including five years in upper management required.