Global Service Delivery Manager

Key Responsibilities

Operational Leadership

• Oversee end-to-end service delivery for processes managed by the delivery center, ensuring quality, efficiency, and consistency across all services.
• Establish and enforce performance metrics, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs) for the delivery center.
• Serve as primarily POC and liaison between Regional Delivery Center Operations leads and GBS Team, addressing concerns and managing expectations regarding service performance and value.

GBS Relationship Management

• Conduct performance appraisals, set objectives, and provide constructive feedback.
• Foster a positive team environment that encourages productivity and teamwork.
• Serve as the primary point of contact and liaison between regional Delivery Center leaders, Continuous Improvement leaders/GPO’s & GBS Team.

Quality Assurance

• Establish quality standards and regularly review the processes to ensure adherence to those standards.
• Maintain quality checks and compliance with SLA’s.
• Conduct regular audits and implement corrective actions to resolve quality issues.
• Develop and enforce controls and best practices to minimize service disruptions and enhance service reliability.

Strategic Alignment

• Align the delivery center’s goals and operations with the broader GBS strategy, ensuring that it supports business objectives and growth targets.
• Collaborate with other GBS leaders and functional stakeholders to identify opportunities for expanding and optimizing services.
• Partner with Regional Delivery Center leads to align on GBS performance and process improvement opportunities within the end-to-end P2P process.

Qualification & Requirements

What You’ll Need

• Minimum of 10+ years of progressive experience in Global Business Services, preferably in a Procure to Pay operation.

Preferred Qualifications

• Proven experience in managing global service delivery in a shared services or BPO environment.
• Strong understanding of best practices for P2P processes, procurement, and finance.
• Proven ability to align a diverse group of stakeholders and vendors with seemingly conflicting priorities.
• Experience in a fast growing company with a focus on execution.
• Analytical mindset with a focus on continuous improvement and problem-solving.
• Excellent verbal and written skills with a high attention to detail.
• Excellent organization skills with attention to detail and completeness.
• Ability to work effectively in a global and multicultural environment.
• Hands-on, strong work ethic and can-do attitude.

Benefits

No information available.