Service Delivery Director Temporary

  • NGA HR

12 months FTC working 3 days per week.

The role of Service Delivery Director will be accountable for the overall performance of the P&L for customer base and will be part of an existing Service Delivery Director team to maximise customer satisfaction across the business.

Main responsibilities and Opportunities

Delivery of operation budget

Primary accountability of the customer based P&L
Constantly review costs and, where appropriate, act to ensure operational efficiency
Ensures timely invoicing and payment and provides the management with accurate financial account reporting
Works on operational cost, budget management & control
Management of Change Requests
Responsible for operational profitability improvement
Spot and implement opportunities for cost savings
Controls SLA reporting and claims penalties and earn backs

Quality Delivery

Management of contract and commercial change request to ensure these are tracked through systems
Ensure data is accurate and consistent
Consistently meet SLA measures
Oversee operational process changes initiated by the customer

Manage customer satisfaction

Responsible for client relationship and customer satisfaction
Primary point of contact for the client. Be the guardian and role model for our customer relationships and promote customer awareness throughout the company
Organise regular (quarterly) review meetings
Looking after gaps and needs for improvement and improve services together with local team in agreement with the customer
Issue based root cause analysis and remediation in agreement with customer and local team
Seek out feedback from customers and take action
As appropriate, take ownership of service improvement initiatives driven out of the NGA customer satisfaction surveys
For key accounts, build personal relationships with stakeholders and establish regular contact.
Ensure client losses are monitored and driven down. Identify causes for losses through the Customer Excellence function and derive and champion service improvement initiatives to rectify issues

Promote Operational Excellence

Drive productivity gains in customer accounts
Ensure that common delivery processes and practices are adopted across service locations
Work in collaboration with the operational excellence function to support and promote implementation of productivity and quality initiatives promote a culture of continuous improvement across the centers
Focus on measurable results, using systems and business intelligence to measure results, and correlate to marketing spend.
Develop a Global Operational network to ensure consistent alignment across all disciplines

Leadership and Talent Management

Develop a performance culture and an environment that increases employee engagement
Open communication across both the regional teams and your peer groups
Identify and develop succession plans for your team
Encourage feedback and act on what you are told
Constantly assess morale and as appropriate, instigate team building sessions etc. to improve loyalty and enjoyment
Regularly review staffing levels in line with budget and forecast
Ensure that appropriate succession plans exist for key staff
Build training plans for staff to remove single points of failure

You have:

Proficiency in standard office software and HR/Payroll software
Technical knowledge in ERP packages and process improvement

It would be great if you also have:

Good communicator and strong presentation skills
Experience of working with executives in large corporate organisations
Well organised, project management skills
People management, experience of managing remote teams and matrix management
HR and payroll knowledge, minimum experience of 5 years in Senior role
Thorough knowledge of contracts and strong negotiation skills
Strong financial management, experience of managing large p&l’s

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