Service Delivery Manager

2 months ago

Dubai, United Arab Emirates IFFCO Full time

Job Summary
- The purpose of this role is to ensure efficient execution of the GBS processes under Captive scope and manage interlocking activities with the outsourcing partner to achieve the customer-agreed service level agreements (SLAs) and service goals. In addition this person is responsible for execution of internal controls, approvals, escalations, driving internal alignment, process improvement and act as a guardian of IFFCO policies.
- Roles & Responsibilities
- Strategic Direction Setting
- Provide input to GBS service scope expansion decisions.
- Support strategic GBS resource planning for specific end to end process/ segment area
- Provide input to GBS operational performance metric and target level setting based on alignment with GPO and segment leadership
- Provide input to prioritization of transformation projects across GBS.
- Act as a guardian of IFFCO policies and first line of defense for internal controls
- Service Delivery Execution
- Ensure delivery of GBS services in accordance with customer-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 S2P end-to-end 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 3rd party provider
- Manage GBS specific controls and approvals (as applicable)
- Maintain business continuity and risk management plans
- KPIs
- Timely month end closure including approvals and follow ups within IFFCO retain teams, Track and report defined SLAs with vendor and other month end close metrics
- Timely escalation and Report number of escalations, status and resolution timelines.
- Monitors and reports controls failure
- Continuous improvement Initiatives effort/ time spent in CI initiatives on process transformation and scope expansion
- Time spend in training and upskilling captive team
- Work experience requirement
- Qualification
- Must have a degree in
- Competencies
- Communicating effectively
- Customer Centricity
- Ownership & Result Orientation
- Planning & Decision Making
- Self and Team Management

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

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