Service Delivery Manager

Service Delivery Manager - Process Excellence

Our client is a member of the NASDAQ-100, the Forbes Global 2000, Fortune 500 and is ranked among the fastest growing companies in the world. They are a product led digital corporation that provides digital products, digital IT services, including technology, consulting, and operations services. They run a Customer Support and Content Review Centre, for Multinational Technology Clients in Dublin.

This a process excellence and service delivery role - no team management.

Benefits:

• Competitive remuneration package
• Pension
• Healthcare
• Employee Benefits Hub

Responsibilities:

• Drive continuous improvement through training, coordination and implementation of principles of Lean/Six Sigma in day-to-day operations
• Lead hands-on application of Lean tools to eliminate waste and execute high-impact process improvement projects in addition to mentoring and facilitation of Green Belt projects
• Analyse current situation, identify improvement opportunities and recommend & implement measures to re-engineer processes
• Act as a Change Agent and work closely with Operation, Transition, Training, and Clients to optimise Quality, Efficiency, Cost and Customer Value in multiple client engagements
• Communicate and collaborate with internal stakeholders and customers (both at onsite and off-shore) to understand their pain areas
• Work closely with Operation teams to obtain input of diverse views, facilitate generation of ideas and analyse operational risks (FMEA)
• Support in managing client escalations (RCA/CAPA) and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business
• Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
• Identify Automations opportunities and lead the end to end process transformation

Requirements:

• Lean Six Sigma certified
• 2+ years' experience handling Process Excellence or similar Role for any domain.
• Technical/Coding knowledge is an added advantage
• Understanding of Digital Marketing and cloud is a plus

For more information contact Gary Morrison on 016455221 or gary.morrison@manpower.ie.