Service Delivery Manager

Job Summary

The purpose of this role is to ensure efficient execution of the GBS Sales processes and manage interlocking activities with the outsourcing partner to achieve the customer-agreed service level agreements (SLAs) and service goals.

In summary, the GBS Sales Intelock is expected to:

• 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

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

Service Delivery Execution

• Ensure delivery of GBS Sales services in accordance with agreed metrics and targets (i.e. SLAs).
• Providing oversight, ensuring compliance and preforming checks on the activities performed by the 3rd party provider.
• Service delivery Point of escalation in IFFCO for process non-compliances/ escalations.
• Interlock with BU Segments for end-to-end Sales processes.
• Implement GBS Talent Management, training and development strategy within captive.
• Provide tactical support and issue resolution to internal and external customers.
• Support Knowledge transfer activities for future work transitioning to GBS.
• Manage GBS specific controls and approvals (as applicable).
• Maintain business continuity and risk management plans.

Process Excellence

• Implement best practices and continuous improvement initiatives to enhance operational efficiency and service quality.
• Ensure compliance with relevant regulations and industry standards.

Stakeholder Engagement

• Collaborate with key stakeholders across business units to understand their needs and provide tailored GBS solutions.
• Build strong relationships with internal and external clients to drive customer satisfaction.
• Collaborate with regional business leaders and functional heads to understand their needs and align GBS services accordingly.
• Act as the primary point of contact for regional stakeholders and ensure their satisfaction with GBS services.

Change Management

• Drive change management initiatives within GBS and support organizational change efforts across the region.

KPIs

• Timely month end closure: Track and report defined SLAs with vendor and other month end close metrics.
• Timely escalation: Report number of escalations, status and resolution timelines
• Controls failure.
• Continuous improvement Initiatives: effort/ time spent in CI initiatives on process transformation and scope expansion.

Work experience requirement

Proven experience in leading Sales functions, ideally with minimum 6+ years of experience in a similar role in large scale GBS/shared service organization.

Must have worked with the ERP(Oracle/SAP).

Qualification

Must have a Bachelor's degree in Commerce, Marketing, Business Administration, or a related field

Competencies

• Balances Stakeholders
• Change Management
• Ownership & Result Orientation
• Self and Team Management
• Strategic Thinking