Job Description

Job Title: Service Delivery Team Leader
Process: Delivery
Sub-Process: Client Delivery
Language: English
Location: Iasi
Country: Romania
  • A track record of strong performance in current and previous roles;
  • Demonstrates a desire and capability to take on elements of a leadership role in a team environment;
  • Previous experience of managing a team of people in a team leader environment or as a project leader;
  • Demonstrates an understanding of other areas of the business and how they relate to their own area;
  • Displays behaviors consistent with creating a High-Performance Operating Environment.
  • Experience in successfully delivering projects to required scope, quality, timescale and budget
  • Experience of managing projects in a small to medium outsourced contract environment
  • Project related change management experience

People Management Responsibilities: Performance Excellence & Employee Engagement & Motivation

  • Define team roles and activities to meet team objectives, balancing skills, experience, team styles and workload and support in the achievement of those actions.
  • Oversee a robust and timely resource management process.
  • Agree objectives with each team member, setting clear performance expectations
  • Review performance against objectives on a regular basis (in addition to mid-year and full year appraisal) providing feedback/coaching. Agree amendments as required
  • Hold weekly communication / team meetings with team members to cascade company information and solicit views/opinions
  • Hold monthly 1:1 meeting with each team member to discuss progress and ensure two-way communication

Business Management Responsibilities


  • Manage and monitor costs and resources within area of responsibility to comply with company direction and procedures;
  • Ensure adherence to company policies and procedures (e.g. HR policies, purchasing, expenses, business ethics);
  • Create a monthly report that shows a detailed view of the activity in the designated Operational Tower;

Transition of new activities to the shared services model

  • Owning the transition of new activities to the Shared Services model – training, process documentation, ad-hoc requirements on designated Operational Tower;
  • Manages the delivery of the project, ensuring that the project produces the required results -- to the required scope, milestones, quality;
  • Ongoing and periodic monitoring of progress to ensure project objectives are delivered on time, and required results are realized.

Functional Performance

  • Centre of competence in the designated Operational Tower;
  • Carry out quality checks to ensure quality standards are maintained; Create scrutiny, inspection and coaching process specific to tower;
  • Managing escalation and resolution of common issues;
  • Track the performance against SLAs and KPIs;
  • Set up of common and consistent processes and process documentation across designated Operational Tower
  • Drive automation initiatives and support continuous development of existing tools;
  • Identify short- and long-term actions that will drive continuous improvement in area of responsibility;
  • Ensure collaboration between all the operational towers.
  • 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
  • Advanced level of English