Job Description:
Designation: Service Delivery Manager _Analytical Operations/ Sr Service Delivery Manager _Analytical Operations
Locations: Pune
Experience: 10+ yrs
Job Description:
- Services Delivery Operations Management in an ITES environment
- International Customer Management
- High Profile customer visit management
- Escalation Handling
- Close coordination with Sales, Solutions, Analytics, Technology Excellence teams for better customer experience
- Service Delivery Innovation for optimum resource utilization
- Cultivating a culture of team ideation for developing business growth ideas
- Providing on the ground hands on leadership to the highly talented team of experts.
- Developing next line of leaders through coaching and mentoring.
- Ability to work on time bound deliverables with no hesitation to go the extra mile
- Act as a face to customer as a single point of contact from delivery organization
- Complete ownership of the team activities
- Team management - Managing teams up to 50-60 members
- Business performance and SLA management
- Should be familiar with data analytics, web analytics, customer data and CRM related operational analytics
- Understanding and experience in supply chain management and related operations like planning, procurement, order management, inventory, logistics management etc. will be an advantage
- Improving customer operations performance and provide value adds and innovative solutions to the customer.
- Understand the customer requirement and translate them into solutions
- Building a data oriented culture, adoption of technology solutions and process improvement projects to achieve operational and business goals.
- Experience in driving the team and solutions through analytical/ big data management tools
- Operations efficiency improvements in cost, quality, delivery and drive business excellence
- Global Customer and relationship management
- Managing stakeholder communication across multiple lines of business on operational performance, process changes, escalations, etc.
- Maintain customer satisfaction.
- Maintain business communication with senior management
- Team management - Hiring, coaching, talent management and retention
Skills:
- Experience in working with Hi-Tech industry customers or core job is highly preferred.
- Ability to work under pressure and remain composed.
- Should be able to handle multiple subprojects as a lead.
- Should have experience in Analytics and customer support related operations.
- Supply Chain Management Domain understanding is a must
- Team management and leadership
- Relationship management - build and maintain relationships with clients, suppliers and colleagues
- Excellent verbal and written communication.
- Good at presentation skills
- Analytical though process and leadership to drive the analytical projects.
- Should have worked on six sigma projects
- Strong organizational, analytical, communication, and presentation skills
- Proven ability to execute cross-functional projects from beginning to end without daily direction
- Ability to work with data (e.g. data analysis, transformation, visualization, statistical and predictive modeling) using tools such as Excel and other reporting tools
- Experience in analytical tools such as SAS, R-language, MATLAB, SPSS
- Experience in using ERP systems like - SAP/Oracle/ BAAN/Servigistics etc. will be an advantage
Please share your updated resume withus along with the following details:
Total Exp:
Relevant experience:
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Team Handling Experience:
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