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Service Delivery Manager

Service Delivery Manager

Job Title: Service Delivery Manager
Contract Type: Permanent
Location: Mauritius
Salary: 65000.00
Reference: 2507
Contact Name: Neeshta Hurreeram
Job Published: July 12, 2017 14:12

Job Description

Our client, a global HR Service company with over 50 years of experience in the HR, Payroll and Workforce Management is looking to hire a Service Delivery Manager who will be responsible for directly managing the tactical day-to-day activities to achieve the delivery of service excellence for a group of development, testing or support teams, typically overseeing 4-8 team leaders.

Duties and Responsibilities

  • Apply and monitor Knowledge management and Risk mitigation strategies
  • Identify training needs for the entire team
  • Manage relationship with the onshore Managers
  • Ensure Transition planning and execution as well as Program management
  • Execute process improvement ideas and consistency through individual established metrics
  • Ensure Account development and Operational improvements
  • Coach and mentor Team Leaders

Supervisory Responsibilities

  • Implement and anchor key HR processes for the team; performance management, promotions, normalization of the team ratings and recommendations on rewards
  • Ensure that communication from the senior management is cascaded down and shared with the entire team
  • Design the right pyramid structure for the project and the right skill mix of team
  • Manage and motivate performance of the team through reviews, coaching and development
  • Build a second line for all key roles and persons
  • Ensure that the training needs of the team are identified and met
  • Participate in recruitment initiatives
  • Facilitate knowledge sharing and capture within and across teams
  • Participate in organizational training initiatives as a trainer
  • Drive end to end system implementation involving interaction with multiple stakeholders


Business/ Customer

  • Ensure that status reports are sent out to the customer
  • Confirm the effort forecast for fixed bid projects
  • Participate in preparation of RFPs and RFIs
  • Participate in management discussions and customer forums


  • Manage and resolve queries, escalations, conflicts and issues between onsite and offshore teams to ensure delivery as committed
  • Track the project through regular reviews and ensure that status updates are sent out to the customer
  • Prepare monthly management reports to track time and effort for the projects
  • Ensure project compliance with respect to audit findings
  • Technical involvement with project team on a need basis
  • Coordinate with the HR for resources
  • Coordinate with the BIG to meet project/ process compliance; bring in necessary process changes
  • Support and drive process improvement initiatives (best practices, six sigma etc) within the project
  • Drive Knowledge Management process

Relationship Management

  • Coordinating interaction with Customer through steering committee calls
  • Stakeholder relationship maintenance and satisfaction

Continuous Improvement

  • Review prioritization of Process Improvement Proposals (PIP) with the BIG Leader
  • Perform PIP implementation progress review
  • Jointly approve any new PIP along with the BIG Leader that pertains to request for a new process
  • Monitor the program performance and identify corrective and prevention actions as required

Qualifications and Experience

  • Degree holder in IT or IT related fields
  • At least 5 years’ experience in software development, testing or support environment
  • At least 4 years’ experience in project / program management
  • Computer / IT Literate
  • Proven knowledge of process methodology and ability to develop and improve process
  • Comfortable with software development concepts and lifecycles
  • Good understanding of quality, delivery and technical management throughout an engagement process
  • Ability to undertake the detailed planning and day-to-day of multiple concurrent teams, evidenced by a consistent record of achievement in achieving goals and targets

Interested candidates please apply on:


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