Job Description

Job Title: Service Delivery Manager with French and English
Process: Delivery
Sub-Process: Service Delivery Management
Language: English, French
Location: Iasi
Country: Romania
  • Minimum of 1 Yrs. experience of having successfully operated at prime customer contact level
  • Minimum of 1 Yrs. Service delivery management experience having led high quality service delivery to customer(s)
  • Business unit or contract budget understanding
  • Experience working in a virtual environment.
  • Strong presentation skills with experience of presenting to senior customer representatives.
  • Proven experience of /supplier management
  • Minimum Demonstrated ability to work collaboratively - within a matrix management environment

Manages the service delivery to one or more Multi-Country/In country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

Service Delivery Manager L1 is focused on:

  • Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
  • Developing strong relationships (KPI: Strong network in place)
  • Working with XDAMs and Level 2 SDM in managing sales cycles and same account growth initiatives.
  • In conjunction with XDAMs, developing account plans and service strategies with customers to drive enhanced margin and P&L performance
  • Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
  • Provides support to new business opportunities.
  • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
  • Ensures processes are in place to pro-actively protect consistent service quality
  • Constantly improves the quality and inter-working of the whole virtual service team, including other partners and suppliers.
  • Identifies same account growth opportunities to be converted into sales prospects.
  • Travel and face to face meetings with clients as required
  • Experience working across Countries and Cultures.
  • Experience of working in a virtual environment.
  • Professional qualification in ITIL or project management (Prince, PMI) desirable.
  • Lean Six Sigma certifications a plus.
  • Business development/Account Management or related experience:
  • Ability to interact and manage multiple customers
  • Analytical and numerical ability - data driven
  • Ability to create and present dashboards, innovative process models
  • Effective communication skills
  • Advanced level of French and English"