The Sr. Service Delivery Manager requires confidence, independent action, initiative, a sense of urgency, and the ability to make decisions and take responsibility for them. A well-suited candidate can react and adjust quickly to changing conditions and come up with practical ideas for dealing with them. Leadership style is purposeful, directed at getting things done quickly, while managing challenges, pressure, and people with confidence and determination. Additionally acts with self-assurance and competitive drive. Must be a strategic, big-picture thinker backed by an added focus on the tactical aspects of work. Setting and achieving specific standards for self and for others; an emphasis on meeting deadlines and continuous quality. Primarily task-focused, with some action-oriented collaboration required occasionally. The position requires a self-disciplined person who can handle details as long as they are only an intermittent aspect of the job, and not the primary responsibility. There is a strong demand for high quality, organized and repeatable results. The responsibilities are broad in scope, encompassing a wide variety of activities requiring rapid shifts in priorities.

Functions and Responsibilities:

Functional Leadership and Focus:

This position will investigate and drive our service delivery approach to the End User Experience. They will be an advocate for the End User of technology and focus on a positive and effective experience. This roll will interact internally and with our clients to develop effective programs and strategies to enhance the user experience. This may be a part of redesigning and existing program or engineering a new client solution. The work of this manager will be leveraged across our delivery programs as a best practice and a competitive differentiator.

• Solving new or unfamiliar problems based on the End User Experience
• Being responsible for a number of varied activities, gathering, analyzing data as well as formulating strategies and actions
• Exercising leadership in changing situations, assuring feedback in an integral component for improvement
• Getting familiar with the wants and needs of our client’s user community
• Leveraging all knowledge of End Users to working collaboratively build efficient and effective support models
• Taking charge in unsupervised situations
• Taking responsibility for a group's activities
• Establishing priorities for the activities of others
• Taking responsibility for change or innovation in the area of End User Experience
• Must recognize and adjust to change
• Providing helpful services to others
• Forward thinking, and actively seeks opportunities and proposes solutions
• Lead analysis using fundamentals like Six Sigma and Lean tools

Decision Making:

Seeks and accepts decision authority & responsibility. Will effectively weigh risk against the benefit; while not cautious, a calculated decision maker. An independent decision maker will occasionally utilize team consensus or collaboration.

• Making decisions in ambiguous situations
• Challenging opinions held by others
• Developing strategic plans for an entire activity or unit
• Using prudent judgment in new situations

Communication:

Requires a lively and incisive communicator, more authoritative than persuasive in style. A stimulating influence on others, while being firm, direct, and self-assured in dealing with them.Exceptional Interpersonal skills with the ability to build strong relationships with both Executive Leadership team, as well as all other internal and external clients.

• Being a patient, sympathetic listener
• Provides Executive Management Presentations on Services
• Effectively present information in one-on-one and small group situations to customers, clients, and other associates of the organization
• Communicate verbally and in writing with corporate along with any outside agencies while representing the company

Financial and Profitability Responsibilities:

• Tabulating and checking financial or statistical data Keeping waste or "Shrinkage" to a minimum
• Making decisions concerning major expenditures or investments
• Protecting the company against risk
• Tabulating and checking financial or statistical data
• Controlling expenses, inventories, etc.
• Collecting and analyzing data
• Work with detailed plans and/or forecast
• Provides global expense management for accounts

Team Building and Collaboration:

• Developing team spirit in associates and subordinates
• Encouraging others to express their opinions
• Conflict resolution as they arise both internally (staff) and externally with clients.
• Some collaboration within own team but a more independent style in general
• Proactive leader recognized for team building skills with the ability to work effectively independently

External or Client Services:

• Selling ideas or other intangibles
• Influencing the attitudes and opinions of others
• Recommending or expanding a product or service to existing client
• Stimulating enthusiasm in others
• Representing the company positively with new groups of people
• Expanding business into new markets through leveraging of client relationships
• Ability to develop and maintain excellent long term client / supervisor / peer relationships through high level of client service and responses

Quality and Standards:

• Assuring compliance with standards and regulations
• Checking to ensure that work meets quality standards for self and team
• Drives continuous Improvement
• Implement process improvements
• Implement, monitor and adhere to Best Practices for Global delivery locations

Detail:

• Working precisely with numbers, measurements or other kinds of data
• Proofreading or checking information for accuracy
• Closely checking the correctness of work done by self or others

Operations Management:

• Understanding the day to day mechanics of Service Desk, Deskside, and Infrastructure Services
• Conduct and participate in on-going Service Delivery meetings

Judgement and Problem Solving:

• Apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Deal with problems involving several concrete variables in a professional manner using good judgment
• Planning ahead and actively seeking opportunities and proposes solutions
• Proven capability to work well under pressure and within tight deadlines
• Consistent demonstration of emotional intelligence through proactive approaches with problem-solving, sound judgement for decision making, and the handling of highly confidential information

Professional Competencies

• Communication
• Results Orientated
• Accountability
• Critical Thinking
• Interpersonal skills
• Judgement
• Decision Making
• Quality
• Leadership by example
• Operations
• Working Globally
• Analysis
• Financial Management
• Innovation
• Problem Solving
• End User Experience

Core Competencies

• Client Focus
• Teamwork
• Excellence
• Integrity and Trust

Preferred Education and Experience

• Bachelor’s degree or four year equivalent preferred
• Minimum of 8-10 years’ experience working in management IT role / or other Customer management role
• Global working experience
• Financial Management Experience
• In-depth understanding of IT industry dynamics and End User Experience
• High tolerance/evolved ability to lead and manage ambiguous situations
• Superior verbal, written, facility and presentation skills
• Effective time and project management skills
• ITIL Foundations experience a plus
• Some travel will be required

Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=19898