Service Delivery Manager - DCM & mySchneider Web

Job Description

*Description - InternalThe Service Delivery Manager is accountable for the end-to-end delivery of application support services and projects to meet business needs.He/she will report into the GD-DCX Delivery Leader and will be responsible for driving the L2 & L3 Support services, build and delivery of Digital Channel Management(DCM) platform. He/She will work closely with the E2E Digital Customer Relationship organization and the mySchneider Web Product team, manage supporting technology vendors, and lead the successful technology delivery for SEs exceptional partner experience. In this role, he/she will be responsible for driving and supporting the GD delivery team to plan and execute the Build, Release and Test of all future features of the DCM platform. This will include enabling best in class project team.

• Identify appropriate resolution to achieve stakeholder satisfaction in a timely manner
• Leading a team of developers and support resources to deliver technology projects on time & within budget and provide best-in-class support services for our channel partners and customers.
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence.
• Serve as the Critical Incident Manager and an escalation point for customer concerns if/when they arise
• Work with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
• Ensure that the right type and number of resources that are required to fulfil the planned projects are available
• Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
• Understanding the pipeline of demand and work to ensure an appropriate supply of resources
• Responsible for financial management, reporting and optimizing processes
• Expected to contribute to the wider goals of Global Delivery and Schneider Digital
• Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the GD Service Delivery Leader and E2E Digital Customer Relationship DCM Leader
• Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritisation
• Holding the teams to the highest standards, project discipline and accountability
• Continuously improving the technical delivery model and strategy, implementing, and managing delivery with the associated teams.
• Enforce standard methodologies, processes, and tools
• Provide leadership and direction to Run and Delivery team members

Qualifications - Internal

• 10+ years of project delivery, quality, and stakeholder relationship management in the IT function.
• Good business acumen and ability to negotiate with business stakeholders
• Strong customer orientation and able to manage customer expectations
• Good global executive presence
• Ability to develop strategic plans and translate them to actionable roadmaps
• Good people leadership skills
• Initiates, builds, and maintains productive stakeholder relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Comfortable working in a matrixed organisation with excellent communication and networking skills able to effectively manage and influence senior leaders as well as a broad range of stakeholder
• Ability to manage risk, and encourage strategic riskmanagement based delivery in others to manage expectations and communicate effectively
• Strong collaboration skills to orchestrate multiple delivery teams
• Leadership skills to successfully lead a young, dynamic team.
• Agile working experience necessary.
• Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality
• Building trust with senior stakeholders in times of pressure.
• Experience in a global role, successfully managing multiple complex projects at a global level and regional with ability to influence
• A datadriven mindset with ability to influence behaviour based on analytics
• Enthusiastic and ability to foster forwardthinking

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Keyskills :
service deliveryitilproject managementapplication support servicesglobal deliverybusiness acumenproject deliverysupport serviceschannel partnerspeople leadershipnetworking skills