Service Manager, GBS Operations
London, United Kingdom
6d ago

Want to be a part of our team?

The Service Manager ensure the delivery of GBS services and achieves exceptional customer service, in line with GBS strategy.

Working at NTT

Key Responsibilities :

Relationship Management :

  • Build effective relationships with GBS customers
  • Promotes a shared ethos of customer focus and service excellence
  • Ensures service agreements are clearly understood and upheld
  • Holds regular review meetings with internal and external stakeholders and ensures regular communication of status
  • Performance Management :

  • Employs a data-driven approach to performance management. Converts CPIs, KPIs and GPIs reporting into actionable items with assigned owners.
  • Establishes and manages agreed SLAs with GBS customers
  • Reports regularly to stakeholders on performance metrics including KPIs
  • Acts as the point of escalation to resolve issues & complaints
  • Support continuous improvement and organization development activities
  • Process Leadership :

  • Works collaboratively to achieve process excellence and strong compliance
  • Supports resolution of process issues
  • Drives innovation in collaboration with process owners and business to achieve efficiencies and keep up with market trends
  • Coordinate changes with Service Providers (e.g. directing the change management process and executing Change Board meetings)
  • Reporting Relationships :

  • Reports to : Senior Director, GBS Commercial and Service Management
  • Interlocks : Group and regional leadership, GBS Global Success Manager, service providers teams and region / country teams
  • Direct reports : None
  • Key experience and skills :

  • 8 10 years of experience managing outsourced service delivery in a Global organisation
  • Detailed practical process knowledge in one or more of the following functions (Finance, HR, opportunity-to-cash, source-to-pay)
  • Good understanding and experience of data-led management
  • Experience in project management
  • Strong interpersonal skills able to build effective relationships with key stakeholders
  • Conflict management & negotiation (overcomes obstacles to find mutual solutions)
  • Customer focus (dedicated to meeting the expectations and requirements of customers)
  • Problem solving (creative in identifying pragmatic solutions)
  • Process management (committed to continuous improvement)
  • Fluent written and verbal communication and presentation skills (able to convey ideas concisely and persuasively)
  • Willingness to work in a global environment where travel maybe required
  • Key experience and skills :

  • Bachelor’s degree in a relevant field of study (Business, Engineering preferred)
  • Relevant certifications
  • What will make you a good fit for the role?

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