Sr Manager - Service Delivery & Management

Responsible for identifying new projects, allocating project teams, monitoring their progress & resolving interfunctional issues with the objective of improving turnaround time, managing cost efficiency, productivity, achieving first time right & making processes and systems easy to use and follow

This is a tactical role which contributes to defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit s overall results

Responsibilities Execute projects on a cross-functional and regional basis within the allocated costs, defined scope and timelines

Drive compliance to the change control process
Periodically review business processes and performance against various parameters (turn around time, ease of use, first time right, cost)
Collaborate with various teams within the business (such as sales support, commercial, sales, etc) to identify issues and opportunities


Seek inputs and ideas of how other businesses are facing similar challenges (such as value stream mapping, etc)
Create statistics to analyze issues and build business cases for the project


Identify project managers and team based on the nature of identified issues and relevance to functions


Review project charters prepared by teams and provided own inputs and guidance


Finalize project milestones and KPIs


Discuss project charters and milestones at weekly meetings and status on the biweekly calls for any hurdles or roadblocks


Track success of complete projects against their specific KPIs
Review on a quarterly basis the projects with senior stakeholders from respective functions the projects, their achievements, and any hurdles to be resolved


Drive interfunctional coordination for resolution of issues as required


Develop and if required along with project team conduct training on the new process to the relevant stakeholders


Support launch of new products and services - Identify with cross functional team internal processes that would be affected


Prepare change roll out plan (system codes, product literature, customer order forms, templates, pricing lists, etc)
Participate in launch review calls to provide status update, resolve any dependencies,
Oversee roll out of change plan and drive course correction where required

Minimum qualification & experience Relavant years of experience in operations and project management roles Desired Skill sets Good knowledge of techniques for planning, monitoring, and controlling programmes
Sound business case development and approvals skills
Good knowledge of programme and project management methods
Good knowledge of budgeting and resource allocation procedures