SERVICE DELIVERY MANAGER

Deputy General Mgr – CDM/PV

Qualification:

Graduate/Post Graduate/ Doctorate degree in life sciences/Pharmacy/Medical sciences/Registered NurseResponsibility:

Business/ Customer:

• Acts as L3 point of contact for escalation.

• Accountable for entire Project(s) deliverables.

• Engage with Client/customer to anticipate issues and needs of the customer related to the project.

• Responsible to work with transitions & training teams on new transitions.

• Responsible to work with PEX teams on driving process improvements.

• Responsible for driving 100% SLA metrics for the account.

• 100% compliance on reports and client Governance calls for the project(s).

• Work with MIS teams on resource allocation and reporting.

• Responsible to drive all the internal mandate courses for the teams.

• BCP readiness & work in accordance to manage & document any event.

Project / Process:

• Lead/Drive awareness sessions on Innovation & Process Improvement.

• Identify & drive opportunities to enhance service delivery.

• Ensure adherence to Quality norms and processes.

• Enable risk assessment and establish mitigation plan.

• Review process audit findings and take corrective action to prevent negative results.

• Should drive actions on high risk items.

• Manages project risks and issues, ensuring that project team members are actively involved in the identification and take ownership of risks, initiating corrective action where necessary.

Knowledge Management:

• Ensure strong and regular cross training programs within the project.

• Responsible on documenting any change in process/metrics and work with internal teams to ensure the same is being addressed and closed.

People/Team Management:

• Lead team building activities to enhance motivational levels.

• Manage attrition and absenteeism by creating a motivational environment in the project.

• Work on appropriate mentoring/coaching and grooming of direct reports to move on to the next level.

• Conduct & ensure transparent appraisal process for all associates.

• Responsible to ensure teams are given opportunity to enhance their skills.

• Accountable to drive Performance Management system to enable associates in knowing their performance periodically (Daily/Weekly/Monthly).

• Drive teams to work with Leads and TMs and document performance reviews in Go Perform.

• Responsible for tracking and collating team Quality addressing the issues and work with PEX team to arrive at a mitigation plan.

• Responsible for backfilling the open positions.