Senior Service Manager is a working manager who is accountable for the overall performance of the team and its team members. SSM role is responsible for developing & improving standards of service delivery through guiding associates and effective methods within his work area.
Roles & Responsibilities
Responsible for overseeing all aspects of delivery (Operations/ Technology) to ensure customer and client satisfaction. This includes planning and managing the work, empowering the team, monitoring and summarizing progress, managing and serving as an escalation point for risks
The Senior Service Manager defines in measurable terms, the key indicators of success for their team; drives customer/ client focus grounded in strong relationships, and is responsible for building a sustainable delivery model that enables the team to meet and exceed contractual performance standards, deliver projects with quality, and improve standard operations practices within the team.
Proactively manage resources to meet business deliverables, adjusts resource alignments based on supply/ demand and supports delivery on financial targets
The SSM is also responsible for managing and developing the team. This includes building relationships, assessing performance, providing career and development coaching, managing pay, and improving colleague engagement.
The Senior Service Manager should collaborate with other Performance Team Managers within and across services to ensure seamless client delivery.
Reviewing key client requirements, translating these in to concrete actionable procedures for self and the group.
Mapping resources needed and training them on the various tools & processes with key focus on org-directions.
SM is ultimately responsible for significantly improving the quality of the work produced through cost effective measures and the performance of the associates across roles.
Qualifications
Bachelor’s Degree
7+ years of experience (and demonstrated competence, depth, and breadth) of complex system development experience.
Minimum 2 years of People Management Experience.
Open to work in flexible shifts as per business needs.
Defined Benefit (DB)