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Senior Service Delivery Leader

Gurgaon, HR
Job Code:
  • IT
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Job Details

Line management accountability for all Business Services Service Delivery Leads (SDL)Focus on service delivery excellence, setting high standards for performance for self and othersAssumes accountability for continuous service and service quality improvementResponsible for all service related documentation to be accurate and kept up-to-date at all timesWorks in close collaboration with GSDC Quality Assurance to align on quality metrics, forms, measurements for all servicesEnsures quality of service meets requirements and proceduresIdentify and elevate issues impacting on achievement of service delivery objectives and to continually improve servicesSupports SDLs in process coaching of the service operation teams to ensure the quality delivery of servicesEffectively communicates and collaborates in sharing best practice, process and methodologiesContinuously monitors and improves SLA achievements and report KPIs to the stakeholders (GSO, GSDC VP, GLT)Effectively onboard and transition operational and procurement services from SWO subsidiaries, in close collaboration with GSDC Service ManagementCoordinates in monitoring, reviewing and auditing procedures related to the service deliveryProvides accurate and timely service operation information and analysis of service and process improvementSupports service operation teams in customer inquiries and problem solving, in a professional, collaborative and effective fashion.Creates an environment oriented to trust, open communication, creative thinking, and cohesive team effortQualificationsMotivation to constantly learn and adapt changes provided by the fast changing world of software publisher requirements and technology innovationsStrong interpersonal skillsExcellent verbal and written communication skillsProficiency in preparing client/service documentation paired with excellent presentation skillsStrong analytical and problem solving skillsWell-organized, flexible, proactive, with attention to detailsAbility to independently manage multiple projects against defined timelinesStrong leadership and collaboration skills with customers as well as within teamMust aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything we doWillingness in taking the lead in complex problem resolutionsProven track record of efficiencies generated from service/process improvement activitiesCustomer focused, service oriented, disciplined, reliableFlexibility in Travelling domestic and internationallyQualificationsAt least 6-8 years of experience in a service oriented environment and/or a technical/operational roleAt least 2-3 years working experience within our portfolio of services (Licensing/Reselling, SAM, TS, SPS)Good knowledge of Service and/or Business Process Improvement practices (Six Sigma, Lean, Agile, ISO, or similar)Proven expertise in planning and delivering service to customersBachelor's Degree / Post Graduate degree in IT, Business Management, Engineering or equivalentProfessional qualification related to Service Delivery or Service Management or Quality ManagementPractical knowledge of software procurement and licensing procedures is an added advantage
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-8


Business/Systems Analysis | Quality Assurance/Testing
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