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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: 3
Posted: 18.03.2025
Expiry Date: 02.05.2025
Job Description: Job Responsibilities Manage a team of TLs/TMs/SME's/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 trainings 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.
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