Service Delivery Manager

3 months ago

Dubai, United Arab Emirates IFFCO Full time

Job Summary
- The purpose of this role is to ensure efficient execution of the GBS Sales processes and manage interlocking activities with the outsourcing partner to achieve the customer-agreed service level agreements (SLAs) and service goals.
- In summary, the GBS Sales Intelock is expected to:

- Support the GBS Sales strategy, ensuring alignment with the organization's goals.
- Deliver operational excellence, optimizing processes and reducing costs.
- Foster a culture of continuous improvement and innovation within the GBS team.
- Build strong relationships with BU stakeholders.
- Maintain a high level of compliance and risk management within GBS operations.
- Lead by example, demonstrating a commitment to the organization's values and ethical standards.
- Roles & Responsibilities
- Strategic Direction Setting
- Provide input to GBS Sales service scope expansion decisions.
- Support strategic GBS Sales resource planning for specific end to end process/ segment area
- Provide input to GBS Sales operational performance metric and target level setting based on alignment with GPO and segment leadership
- Provide input to prioritization of transformation projects across Sales.
- Service Delivery Execution
- Ensure delivery of GBS Sales services in accordance with agreed metrics and targets (i.e. SLAs).
- Providing oversight, ensuring compliance and preforming checks on the activities performed by the 3rd party provider
- Service delivery Point of escalation in IFFCO for process non-compliances/ escalations
- Interlock with BU Segments for end-to-end Sales processes.
- Implement GBS Talent Management, training and development strategy within captive
- Provide tactical support and issue resolution to internal and external customers.
- Support Knowledge transfer activities for future work transitioning to GBS
- Manage GBS specific controls and approvals (as applicable)
- Maintain business continuity and risk management plans
- Process Excellence
- Implement best practices and continuous improvement initiatives to enhance operational efficiency and service quality.
- Ensure compliance with relevant regulations and industry standards.
- Stakeholder Engagement
- Collaborate with key stakeholders across business units to understand their needs and provide tailored GBS solutions.
- Build strong relationships with internal and external clients to drive customer satisfaction.
- Collaborate with regional business leaders and functional heads to understand their needs and align GBS services accordingly.
- Act as the primary point of contact for regional stakeholders and ensure their satisfaction with GBS services.
- Change Management
- Drive change management initiatives within GBS and support organizational change efforts across the region.
- KPIs
- Timely month end closure: Track and report defined SLAs with vendor and other month end close metrics
- Timely escalation: Report number of escalations, status and resolution timelines
- Controls failure
- Continuous improvement Initiatives: effort/ time spent in CI initiatives on process transformation and scope expansion
- Work experience requirement
- Proven experience in leading operations in supply chain planning or customer service or sales with minimum 5+ years of experience
- Must have worked with the ERP(Oracle/SAP)
- Qualification
- Must have a Bachelor Degree in Commerce, Marketing, Business Administration, or a related field.
- Competencies
- Balances Stakeholders
- Ownership & Result Orientation
- Self and Team Management
- Strategic Thinking
- Team work

**Business Unit**:Global Business services (7729)**Business Group**:Global Business Services (7728)

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