Global Service Delivery Manager II

3 weeks ago


Midland, United States Stefanini Full time

Who we are

For 30 years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?You will oversee a number of teams across the globe providing outsourced IT services to one or more key client(s). This position will work closely with client representatives and requires someone with strong attention to detail, as well as excellent interpersonal skills. You will be responsible for driving strategy within your assigned delivery program(s) in partnership with the Business Unit Leader and Client Success Director. You'll be accountable for the operational results of your teams and will be expected to drive continuous improvement activities. You will also enjoy working with an energetic and dynamic team, engaging at many levels with the client to improve the service delivered to their users.

Single Point of Contact (SPOC) for clientResponsible for day-to-day global delivery of Field ServicesSet the strategic direction of the programManage to scope of work and change of scopesAccountable for Service Level Agreements (SLA) and other contractual deliverablesDevelop and deliver managerial-level presentationsChair and participate in both internal and client-facing service delivery meetingsImplement, monitor, and adhere to Best Business PracticesConduct ticket audits, negative survey follow-ups and other quality initiativesOwn, investigate and follow-up on high-level escalationsSponsor and drive improvement activities for the accountChampion innovation and transformation initiativesIdentify opportunities to expand service offeringsManage financials to budgetAssist with development of monthly client invoicesReconcile and approve vendor invoicesHire Stefanini employees and secure vendor resourcesEstablish expectations, provide leadership, direction and coaching to the teamCreate cohesive team environment through consistent managementConduct formal one-on-ones and performance reviewsLeverage recognition programs to motivate and reward teamProvide expertise and insight on new business opportunitiesAssist with development and launch of new accountsAide in corporate initiativesCollaborate with colleagues in shaping the future of Field ServicesLead focus groups to develop and improve process and proceduresPerform other duties as assigned

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