Social network you want to login/join with:
GDO Outreach Service Delivery Manager, Dublin
Client:
Terry Soot
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
b4a7c42eeb1c
Job Views:
63
Posted:
21.01.2025
Expiry Date:
07.03.2025
Job Description:
Job Responsibilities
* Manage a team of TLs/TMs/SMEs/SPEs and support functions to deliver Client and Business program goals and metrics.
* Act as Company and Client point of contact for requests and issues relating to your span.
* Create & maintain expected staff documentation and reports.
* Deliver regular KPI/Status Updates/MBRs as requested internally and externally.
* Manage customer relationships through regular communication with client through weekly/monthly reviews, report on project status.
* Manage, flag and resolve escalations and issues.
* Review and respond to information or process requests from the client within expected timelines.
* Ensure seamless and timely delivery of new projects/processes.
* Communicate status and developments of important/relevant information within the project span to all relevant stakeholders.
* Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
* Analyze customer feedback at desired intervals and initiate ways to improve the score.
* Deliver project year budget estimates and actuals.
* Audit end of month billing of the project.
* Be a champion of change management, staff development, performance management at both direct span and program level.
* Ensure compliance to the set standards/norms in order to adhere to quality and compliance.
* Initiate and deliver on process improvement projects to improve process efficiencies.
* Drive team to achieve process SLAs/metrics – productivity and quality targets within the established timelines.
* Ensure proper documentation and knowledge transfer as per project plan and schedule.
* Plan for resources based on volume projection and current available head count and allocate responsibilities.
* Work with HR to identify and hire suitable candidates as per business needs.
* Consult across business operations, mentorship, and contribute specialized knowledge for all workflows.
* Conduct performance appraisals for team members.
* Identify training needs for all team and ensure domain/developmental training needs are met.
* Evaluate business operations and processes and technical solutions, identify improvement opportunities and implement solutions & improvements.
* Oversee the development, testing, and implementation of technical solutions.
* Liaise between external partners and Client stakeholder teams to convey requirements, validate data (QC), coordinate and communicate updates about fixes/edits, etc.
* Oversee the tracking of all data submissions (through Client tool or outside Client tool).
* Support the team in addressing and resolving external partner queries.
* Troubleshoot process and operational issues reported by authoritative data sources; ability to develop deep understanding of data formats, structures, etc.
* Other day-to-day and ongoing duties as required/requested.
Preferred Qualifications:
* Post Graduate or Bachelor's degree in Business Administration.
* PMP certification or other relevant Project Management certification.
* Oral and written communications expertise in English, and one or more additional languages (French, Spanish, Portuguese, German, Italian, Malay, Indonesian, Japanese, Arabic, Thai, Hebrew, Norwegian, Swedish, Danish).
Preferred Experience:
* Experience managing and working with cross-functional, multicultural and global teams.
* Experience in Business Development and B2B partnerships/sales, customer service and working in digital/technology companies with tech products.
* 5+ years of People Management and service delivery experience.
* 4+ years of QA and Training Management experience.
* Full MS Office Skills to intermediate level.
* Full Google Suite Skills to intermediate level.
* Expertise in Salesforce.com.
* Knowledge in Geographic Information System tools.
* Demonstrable Metric and KPI improvement actions.
* Experience in end-to-end performance management.
* Experience prioritizing internal and external (client) needs with data-based decisions and solutions.
* Process writing experience.
* Demonstrable experience identifying improvements using data-based information and implementing sustainable solutions.
* Experience with data analysis using differing sources and metrics.
* Global organization scale up/down and process implementation.
Soft Skills:
* Excellent communication skills, with the ability to lead a multicultural team.
* Have a strong understanding and passion for technology and enjoy keeping up to date on the current trends in the mapping industry.
* Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment with a minimum of supervision.
* Must be a self-starter, with a willingness to embrace change, quickly learn new technologies, work closely as a member of cross-functional teams, and be open to new ideas and processes.
* Responsible for fulfillment/completion of deliverables within the area of responsibility within set timelines.
#J-18808-Ljbffr