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Service Delivery Manager
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  • 工作地点:青岛市-市南区
  • 工作经验:5年
  • 学  历:本科及以上
  • 工作类型:全职
  • 招聘人数:1
  • 发布时间:2020-04-23
职位描述

Purpose of the Position:
Lead and supervise Service Delivery supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; plan and execute department, division or company level projects to realize corporate goals and strategies.
Responsibilities:
1.Client Management
1) Business Development - Explore business growth opportunities, and drive the growth; Coach and support Supervisors to explore business growth opportunities; Advance the transition and sale of new products.
2) Client Management - Review and approve each Supervisor's annual client growth and management plan, and coach the plan implementation in each supervisor team; Build and maintain the client relationship, and coach Supervisors' handling of key accounts management and key issues; Manage the departmental routine report, analyze data and communicate as needed.
3) New Client On-boarding - Approve and manage the departmental new client on-boarding plan, allocate resources and support the plan implementation; Coach the Supervisors' team building to serve the client.
2.Talent Management
1) Talent Development - Coach and support Supervisors, key talents and Hipos to make and implement an Individual Development Plan, and build a departmental talent pipeline; Create a promotion plan for Supervisors, key talents and Hipos, and submit to the Director; Review and approve a promotion plan of IC levels, and coach Supervisors to implement the plan.
2) Performance Management - Coach and support Supervisors on IC levels' performance goal set up and implementation, quarterly review and final evaluation, and communication on merit increase and bonus; Coach Supervisors, key talents and Hipos on their individual performance goal setting and implementation, and conduct quarterly performance reviews and final results evaluation, and plan and implement the quarterly bonus allocation and annual merit increase.
3) Daily Personnel Management - Coach Supervisors to handle special personnel cases; Coach and support the Supervisor's daily Unit management.
4) Talent Engagement & Retention - Set up an annual departmental employee engagement & retention goal, and lead Supervisors to create and implement a departmental action plan; Coach Supervisors to plan and implement a team's engagement & retention actions.
3.Operation Management
1)New Task - Handle special cases during new task onboarding.
2)Policy & Standard - Coach Supervisors’ implementation of company policy as needed. Follow ReSource Pro’s Information Security policies/guidelines, as well as the client’s security requirements, policies, and practices that are provided to ReSource Pro and information security requirements, while ensuring compliance within the team
3)Innovation - Encourage a culture of innovation within the department.
4)New Hire - Review and approve the new hire request, and allocate resources as needed; Support the NH on-boarding process and enhance a new hire's onboarding experience.
5)Departmental Operation Management - Regularly review the Supervisor team's operation result, coach and support Supervisors to handle key issues of the team's operation; Coach Supervisors' implementation of company policy and budget management.

任职要求

Qualifications:
1. Bachelor degree or above
2. Minimum 5 years’ experience, 3 years‘ management experience
3. Customer Focus
4. Decision Making
5. Planning and Organizing
6. Developing Others
7. Leveraging Diversity
8. Work Standards

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