Manager - Service Delivery & Change

Job Summary

We are looking for Service Delivery and Change Manager who will establish the offshoring service. The candidate needs to have experience working in similar environment with international business experience.

Key Responsibilities

Relationship Management

• Manage service delivery and client relationship with decision makers.
• Foster collaboration with internal teams for seamless service delivery and issue resolution.
• Cultivate relationships with third-party vendors and service providers to uphold contractual agreements and quality standards.
• Act as the primary contact for inquiries, escalations, and feedback concerning IT and Digital Engineering service delivery.

Process Management

• Create and implement procedures and systems across on-site and remote platforms.
• Develop and execute service delivery strategies, policies, and procedures to enhance efficiency and effectiveness.

Quality Management

• Develop Service and Operational Level Agreements to set expectations and measure performance.
• Lead the delivery of IT services to other business unit/project, ensuring compliance with service level agreements (SLAs) and surpassing expectations.
• Guide and manage a team of service providers, offering coaching and performance management as required.
• Identify areas for service delivery process enhancement and implement solutions to boost overall performance and users' satisfaction.
• Track key performance indicators (KPIs) and metrics to evaluate IT and Digital Engineering service performance and pinpoint improvement opportunities.
• Prepare and deliver regular reports on service delivery performance, highlighting trends, issues, and improvement recommendations.
• Stay abreast of industry trends, best practices, and emerging technologies related to IT service delivery.
• Drive the performance of the IT and Digital Engineering team to achieve a high level of performance.
• Improving operational management systems, processes, and best practices.

Change Management

• Apply specialized/expert knowledge of change management techniques to the development and execution of change plans that inspire employees to successfully take on changes, change behaviours whilst minimizing resistance. This will include stakeholder management, evaluating organizational readiness and liaising with Internal Communication on communication strategies, suitability of communication tools, as well as support for the preparation of communication, training and other change management materials to engage stakeholders and change recipients.
• Use sophisticated analytical thought to exercise judgement and identify innovative solutions to resistance and other complex problems regarding the change in focus.
• Provide direct support and coaching to senior managers and middle managers globally, as required, as they support their direct reports through transitions to the desired future state.
• Proactively work with project teams to identify and assess stakeholders in context of change being introduced. Anticipate and manage stakeholder change readiness and resistance challenges and develop mitigation strategies.
• Liaise with the Internal Communication team to develop plans and strategies to support the project. Interact with a diverse group of executives, managers, and subject matter experts to critically evaluate information gathered from multiple sources and translate the information into change activities.
• Complete change assessments and create change management strategy. Work with teams to assess change impact and evaluate user readiness. Identify risks and issues related to Change Management and identify resolution/action plans.
• Support training efforts and enable the change successfully.
• Identify, engage and facilitate employee change networks across sites, geographies and functions.
• Maintain detailed records, documentation, and reports related to the change management process.