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Service Delivery Manager

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Google

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Hyderabad, +1

AI generated summary

  • You need a Bachelor's degree, 5 years in process improvement, client support, stakeholder relations, and operational excellence, plus experience in project management and global contact center ops.
  • You will manage vendor programs, optimize workflows, enhance processes for efficiency and customer satisfaction, lead business reviews, and ensure clear communication and action plans.

Requirements

  • Minimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
  • 5 years of experience in a customer or client-facing role supporting operations.
  • 5 years of experience building relationships with stakeholders or clients.
  • 5 years of experience in operations and process excellence.
  • Preferred qualifications:
  • Experience in developing solutions and tools in partnership with business teams.
  • Experience in project management and execution with a high-level of comfort with numbers and data analytics.
  • Experience running contact center support operations globally.
  • Experience in risk, change management, process management systems such as Kaizen, Six Sigma, Lean, etc.
  • Experience in working with multiple cross-functional business teams and stakeholders to set up, stabilize, and scale new product operations.
  • Excellent communication skills, with the ability to present analysis and complex concepts to multiple audiences.

Responsibilities

  • Manage vendor programs, ensuring successful delivery and SLA adherence. Oversee vendor performance, drive improvements, and provide support in areas like resource planning, training, and quality review.
  • Design, launch, and optimize operational workflows in collaboration with stakeholders. Drive process improvements, implement pilot programs, and establish efficient scaling strategies.
  • Streamline and re-engineer processes to improve efficiency and customer satisfaction. Collaborate with stakeholders to implement solutions and share best practices globally.
  • Lead business reviews and meetings, drive key initiatives, and ensure clear action plans and ownership to achieve goals. Maintain timely communication and follow-up.

FAQs

What are the minimum qualifications required for the Service Delivery Manager position?

The minimum qualifications include a Bachelor's degree or equivalent practical experience, 5 years of experience identifying issues in processes and creating solutions, 5 years in a customer or client-facing role supporting operations, 5 years building relationships with stakeholders or clients, and 5 years in operations and process excellence.

What are the preferred qualifications for this role?

Preferred qualifications include experience in developing solutions and tools in partnership with business teams, project management and execution with a comfort level in data analytics, global contact center support operations, risk and change management systems like Kaizen, Six Sigma, Lean, and working with multiple cross-functional teams to set up and scale new product operations.

Where can I work if I am selected for this position?

You can choose to work from either Hyderabad, Telangana, India, or Gurgaon, Haryana, India.

What responsibilities will I have in this role?

Responsibilities include managing vendor programs, designing and optimizing operational workflows, streamlining and re-engineering processes for efficiency, and leading business reviews and meetings to drive key initiatives.

Is this position open to applicants from diverse backgrounds?

Yes, Google is committed to being an equal opportunity workplace and considers qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Do I need to have experience in managing vendor performance?

Yes, managing vendor programs, ensuring successful delivery and SLA adherence, and driving improvements in vendor performance are key responsibilities of this role.

Will I need to present analysis and complex concepts in this position?

Yes, excellent communication skills are required, along with the ability to present analysis and complex concepts to multiple audiences.

Are there opportunities to implement pilot programs within this role?

Yes, the role involves designing, launching, and optimizing operational workflows, which includes implementing pilot programs in collaboration with stakeholders.

Does this role involve working with cross-functional teams?

Yes, the position requires collaborating with multiple cross-functional business teams to set up, stabilize, and scale new product operations.

How does Google support applicants with disabilities?

Google provides accommodations for applicants with disabilities or special needs. Applicants are encouraged to complete the Accommodations for Applicants form to request assistance.

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