Service Delivery Manager

at  IFFCO

Job Summary
The purpose of this role is to ensure efficient execution of the GBS processes under Captive scope and manage interlocking activities with the outsourcing partner to achieve the customer-agreed service level agreements (SLAs) and service goals. In addition this person is responsible for execution of internal controls, approvals, escalations, driving internal alignment, process improvement and act as a guardian of IFFCO policies.
Roles & Responsibilities

Strategic Direction Setting

• Provide input to GBS service scope expansion decisions.
• Support strategic GBS resource planning for specific end to end process/ segment area
• Provide input to GBS operational performance metric and target level setting based on alignment with GPO and segment leadership
• Provide input to prioritization of transformation projects across GBS.
• Act as a guardian of IFFCO policies and first line of defense for internal controls

Service Delivery Execution

• Ensure delivery of GBS services in accordance with customer-agreed metrics and targets (i.e. SLAs).
• Providing oversight, ensuring compliance and preforming checks on the activities performed by the 3rd party provider
• Service delivery Point of escalation in IFFCO for process non-compliances/ escalations
• Interlock with BU Segments for S2P end-to-end processes
• Implement GBS Talent Management, training and development strategy within captive
• Provide tactical support and issue resolution to internal and external customers.
• Support Knowledge transfer activities for future work transitioning to 3rd party provider
• Manage GBS specific controls and approvals (as applicable)
• Maintain business continuity and risk management plans

KPIs

• Timely month end closure including approvals and follow ups within IFFCO retain teams, Track and report defined SLAs with vendor and other month end close metrics
• Timely escalation and Report number of escalations, status and resolution timelines.
• Monitors and reports controls failure
• Continuous improvement Initiatives effort/ time spent in CI initiatives on process transformation and scope expansion
• Time spend in training and upskilling captive team

Work experience requirement
Qualification
Must have a degree in
Competencies
Communicating effectively
Customer Centricity
Ownership & Result Orientation
Planning & Decision Making
Self and Team Management
Business Unit: Global Business services (7729)
Business Group: Global Business Services (7728)

Please refer the Job description for details