Service Delivery Manager

Support the GBS Sales strategy, ensuring alignment with the organization's goals.

Deliver operational excellence, optimizing processes and reducing costs.

Foster a culture of continuous improvement and innovation within the GBS team.

Build strong relationships with BU stakeholders.

Maintain a high level of compliance and risk management within GBS operations.

Lead by example, demonstrating a commitment to the organization's values and ethical standards.

Roles & Responsibilities

Strategic Direction Setting

1. Provide input to GBS Sales service scope expansion decisions.
2. Support strategic GBS Sales resource planning for specific end to end process/ segment area.
3. Provide input to GBS Sales operational performance metric and target level setting based on alignment with GPO and segment leadership.
4. Provide input to prioritization of transformation projects across Sales.

Service Delivery Execution

1. Ensure delivery of GBS Sales services in accordance with agreed metrics and targets (i.e. SLAs).
2. Providing oversight, ensuring compliance and performing checks on the activities performed by the 3rd party provider.
3. Service delivery Point of escalation in IFFCO for process non-compliances/ escalations.
4. Interlock with BU Segments for end-to-end Sales processes.
5. Implement GBS Talent Management, training and development strategy within captive.