At Micro Focus, everything we do is based on a simple idea : The fastest way to get results is to build on what you have.
Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT fast-
tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.
Our portfolio spans the following areas : DevOps IT Operations Cloud Security Info Governance Big Data, Machine Learning, & Analytics
The Service Delivery Manager is responsible for developing and maintaining a Governance and Service Delivery framework for the Global Network of Micro Focus Delivery Centres.
It is a key role responsible for ensuring the service centre’s are operating according to Micro Focus best practice. This includes managing the contractual arrangements (MSA) between the operating companies supported and the service centre’s, ensuring standardized information and data management as well as process design and sourcing.
As the lead for Service Delivery the role will ensure services are delivered in a structured and customer centric way to ensure performance can be tracked and reported, service levels are maintained, customer satisfaction is achieved and resources are efficiently utilized.
Responsibilities : Customer Service
At Micro Focus we strive to ensure positive customer experience through service excellence and quality service. As a member of the finance team, you are client focused and provide exceptional customer service by delivering a service that meets and exceeds customer expectations.
Responsiveness is critical to customer service and to your success in your role, the team’s goals and adherence to SLAs.
You are committed to responsiveness and keeping the customer informed.
This role will be specifically reasonable for setting performance standards, managing a reporting framework in order to report against the standards as well as developing a process for monitoring customer service excellence and measuring NPS
Adheres to all Sarbanes-Oxley, internal policies, audit procedures and regulations to ensure full compliance; monitors established control points
This role is responsible for ensuring the contractual (MSA) and service level agreements (SLA’s) arrangement include provision for compliance with standards and internal policy.
Technical / Professional Expertise
Captures data in the correct format to ensure the centres are able to report on key metrics to ensure compliance with service level agreements, KPI’s and benchmarks against industry leaders.
Develop and manage a robust BCP for the centres supported to ensure continuity of service, regular testing and robust contingency in order to always meet service and contractual requirements.
Ensure disaster recovery capabilities are tested and meet requirements
Ensure a process design framework is established and maintained which includes process mapping, documentation, work instructions.
Develop a data management structure and environment that ensures sustainability
Develop and maintain a change control process to ensure in and outflows of scope are managed in a structured and organised way with a transition framework, project management approach and a clear service catalogue.
Manage the transition of work in and out of the centres. Work with PMO and tower leads to ensure a successful transition of work to the centres.
Establish strategies designed to ensure consistently high service performance, monitors employees effectiveness and efficiency
Develops a customer satisfaction framework and evaluation system which evaluates customer feedback to develop quality improvement processes
Lead Transition activities and develop requisite documentation to achieve transition for assigned managed services contracts
Stays abreast of industry best practices and implements those that drive efficiency and effectiveness to lift the group performance
Defines, executes and drives towards standard processes across all locations
Work with the senior leadership team to ensure an effective SSC delivery operation
With the support of Local, Regional and Group HR / Talent Partners, and in the frame of the Talent Management processes of the Group / Region, develop IDPs and contribute to the talent pipeline for the GBS centre
Provide thought leadership for innovation and service delivery for GBS and own team
Provides overall leadership for planning, staffing, goal setting, budgeting, supporting system initiatives and implementing new processes and policies
Cultivates an environment that encourages maximum productivity and service effectiveness, professional development, open communication and teamwork
Ensures appropriate training and knowledge transfer occurs across all relevant business processes
Education and Experience Required :
Proven relevant work experience
Bachelor’s Degree in related discipline
Proven process and project management skills, including attention to detail and a demonstrated ability to manage multiple projects and tasks
Captive Centres / Shared Service Centres is a must
Significant transformation project experience (e.g., business systems and applications implementations, global transformational and transition projects)
Operational experience in leading service Delivery in a multi-functional Captive Business Service Centres in servicing global processes and locations across multiple times zones and work shifts
Knowledge and Skills :
Excellent English (written & spoken) - other languages are a plus
Ability to actively engage stakeholders, clients and staff to ensure processes are executed consistently
Strong communication skills ( makes the complex simple )
Strong cultural integration skills
Ability to motivate and influence others and experience managing a diverse, predominately non-exempt workforce
Ability to listen and learn from his / her team and utilise skills outside areas of expertise
Resolving conflicts and problems ability
Innovative approach to problem solving and delivering customer centric solutions
Ability to manage multiple priorities and to thrive under tight deadlines and high-pressure situations
Strong interpersonal, communication and negotiation skills