Service Delivery Manager

MAIN PURPOSE OF THE ROLE:

Manage the contract effectively on daily basis including operations, finance and leadership. Provide the Client with high quality service. Ensure that all Service Level Agreements and KPI’s are kept according to schedule. Promote team work and provide employees with coaching and leader’s support.

KEYY RESPONSIBILITIES:

Service Delivery:

• Ensures that all deliverables for the project are created, approved and updated on ongoing manner.
• Ensures that all targets and deadlines described in KPI’s and SLA’s are met according to Client’s expectations
• Assures sufficient resources to perform operations for the Client.
• On the base of contract creates budget for the project and perform budget analyses.
• Ensures that operations are run according to budget constrains for the project. Ensure that financial part of the project is well controlled. Compare costs against revenues and contract. Approve and control expenses for the project. Approve financial data and forecasts. Approve billing calculation based on contract. Identify potential risks related to project’s financials and report them to senior management.
• Perform negotiations with the Client on project’s financials when required.

CONTINUOUS IMPROVEMENTS:

• Continually strives to simplify, standardize and improve processes across all countries subject to approval of the Client.

TEAM MANAGEMENT:

• Creates strong and effective teams motivated towards effective performance and objectives realization.
• Based on the scope of project identifies profiles for recruited employees.
• Defines expectations towards employees.
• Ensures the workload is properly assigned to employees.
• Encourages cooperation, teamwork and knowledge sharing.

Contribution to the Selling Process:

• Takes the opportunity to increase scope of services performed within the company by participation in selling process.
• Cooperates with sales and transition team on most effective projects’ set-up for new deals. Advises on transition projects. Share “best practice” and experience with other project managers.

Person Profile:

Essential Skills:

• Graduated in Economics, CPA, Finance and Accounting. Preferably with MBA or master degree in Finance, Economics or similar
• High level customer service skills
• Advanced project management skills
• Degree in Finance and Accounting
• Fluency in English