Service Delivery Manager - Analytical Operations - ITES

- 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

CTC bracket: 15-22 LPA

Essential Education: Graduates in any discipline, preferably with specialization in Industrial Engineering, Statistics, Engineering, and Science and PG Degree in Operations (MBA-Operations)

Essential Experience: 10+ years of exp. in service delivery operations / program management experience in supply chain operations management domain (with 5 years in managing teams and account delivery)

Industry - Hi-Tech