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Service Delivery Manager in Sunnyvale, CA at Vaco

Date Posted: 6/27/2018

Job Snapshot

Job Description

We're looking for a talented Service Delivery Manager to join our ranks!

You will be responsible for people leadership, new process implementation, performance management, contract and SLA development, training, critical issue resolution, ongoing workforce planning, budgeting, space planning, systems support, business reviews and day-to-day vendor relationship management.

Responsibilities:

  • Vendor Management - Work with vendor and subject matter experts to test adequacy of workflow documentation and communicate need for updates/clarifications. This also includes working with analysts and finance partners to establish PO coverage; review invoices from suppliers, ensuring that services rendered match services invoiced.

  • Incubate New and evolving workflows - Set up new teams to pilot nascent and evolving workflows to improve the Partner/ User Experience, as well as provide valuable insights to the product teams to highlight top- issues and improve the service offering/ product.

  • Process Improvement - Review vendor data, identify process improvement opportunities and drive improvement of vendor performance (SLA compliance, MBRs, QBRs). Help create a vendor 'Incubation' playbook (containing process documentation, QA frameworks, sample reports, governance structure, BCP, process improvement methodologies etc). Work closely with vendor team to refine standard QA framework for multilingual agent teams, feedback guidelines to subject matter experts on audit best practices.

  • Project Management - Manage cross-functional projects and teams by working with business stakeholders across the organization as well as manage multiple projects with competing priorities simultaneously. Develop/manage project trackers, timelines, and lead cross functional groups to deliver on project objectives. Synthesize feedback and communicate progress regularly to stakeholders

  • Stakeholder management- Handle new workflow requests from PS vertical stakeholders- Collaborate with PS stakeholders to start new workflows to support emerging products/ service offerings. Work with multiple vertical teams/ stakeholders as well as a global team of site managers/ vendor teams based at US and India.

Minimum Qualifications / Requirements:
  • 1-2 years experience managing vendor operations or Leading a team of 5 to 50

  • Overall work experience of 5+ years with a track record of increasing responsibility

  • Exceptional leadership, management, communication and collaboration skills

  • BA/BS degree (In lieu of degree, 6 years relevant work experience) with experience in vendor management processes including managing multiple vendors in multi-year contracts and execution of outsourcing projects

  • Ability to deal with multiple conflicting priorities and stakeholder issues and driving towards pragmatic decisions/actions

  • Prior responsibility for output of a incubation/ contact center operation, including achievement of key targets and metrics tracking

  • Prior vendor management experience. Strong communication skills and ability to influence people to contribute to continuous improvement of operations.

  • Lean/ Six Sigma Green/ Black Belt with an experience of having a minimum of 2- 3 projects.

  • Prior experience of having supporting US/ EMEA based clients in a fast changing product environment.

Preferred Qualifications:
  • Excellent problem-solving, critical thinking and analytical skills and experience in applying project management tools

  • Proven experience in risk and change management

  • MBA would be preferred