Service Delivery Lead
Capgemini
Pasay City, Philippines
4d ago
source : ictjob.ph

Key Responsibilities :

Resource management and capacity planning

  • Plan and manages large Service Delivery of multiple teams
  • Establish project standards for reporting, documentation, programming, walkthroughs and problem escalation.
  • Anticipate, monitor, and deal effectively with changes
  • Align the Program Objectives with Key Stakeholders from Group IT Line Managers on a regular basis.
  • Apply Continuous Improvement Initiatives
  • Monitor, analyze, and manage project effort and costs
  • Identify, monitor, and deal with risks that are likely to affect the project outcome
  • Continuously evaluate overall project performance for Service Delivery
  • Monitor project results to ensure they meet Customer requirements and quality standards for Service Delivery to Group IT Line Managers
  • Establish project checkpoints and conduct corresponding review service delivery reviews.
  • Monitor People's Engagement and Implement People Engagement Programs of
  • o Ensuring maximum efficiency, resource optimization, high satisfaction and motivation.

    o Participate in recruitment, selection and termination / resignation of Manila resources in cooperation with Line Manager

    o Evaluate and manage Manila resource performance in collaboration with Group IT line managers

    o Coach, mentor and discipline Manila resources

    o Organize orientation and training of new Manila resources

    o Develop Manila resources through knowledge transfer and general personal development

    o Recognise complementary strengths and development needs of individual Manila resources and team leads

  • Build and continuously improve team leads to sustain and support Group IT sourcing setup
  • Actively participate, contribute and prepare Performance management dialogs (P2E meetings)
  • Encourage and develop on-team spirit across Manila resources and Group IT
  • Ensure coherence to the Manila handbook and defined RACI model.
  • Establish and collect capacity forecasts and continuously optimize resource utilization in collaboration with Group IT line managers
  • GN representation

  • Establish and develop relationship to Group IT sourcing provider and key stakeholders.
  • Act as escalation point towards Group IT sourcing provider
  • Represent GN for affairs outside Vendor relation
  • Communication

  • Define the appropriate measurements of success (KPIs) with the key stakeholders.
  • Regularly review the Program's KPIs with Key Stakeholders.
  • Ensure communication to and from Group IT and relevant GN stakeholders, such as KPI Reports, Newsletters, Satisfaction Survey, announcements etc.
  • Effectively communicate GN and Group IT strategy, vision, goals and relevant roadmaps to sourcing provider and Manila resources.
  • KPI monitoring and reporting

  • Continuously monitor defined KPI's based on red / yellow / green bands
  • Develop and implement process and support of KPI's
  • Ensure and validate Time and attendance reporting for GPMI.
  • Budget Management

  • Contribute to yearly budget process and monthly budget outlook
  • Effectively manage costs and budget direct related to Group IT sourcing provider services (office facilities, HR and payroll services).
  • Security and compliance

  • Ensure adherence to GN and Group IT policies and procedure
  • Continuously review and update Manila resource handbook
  • Requirements :

  • Strong leadership and managerial skills
  • Strong inter-personal and inter-cultural skills
  • Strong communication skills
  • Patience and ability to explain in a clear and structured way
  • A strong continuous improvement mindset
  • Strong drive for performance and inspire others to meet or exceed goals and objectives
  • Solid IT infrastructure and application knowledge

    Strong written and spoken English

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