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Job Information
Job title

Service Delivery Manager

Company ACS
Wage between $0.00 - $0.00 Annually
Location United States, Texas, Dallas
Employment type Full Time
Education Bachelor
Year Experience 3 - 4 Years of Practical Experience
Travel About 25%
Published on 4/2/2007
Description
We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of more than 58,000 people supporting client operations reaching nearly 100 countries.

An Employee Service Center (ESC) Service Delivery Manager (Cary, North Carolina) is strategically positioned to be the interface between the local ESC delivery teams (located in Barcelona, Spain, Kuala Lumpur, Malaysia, and Cary, NC), the account team and the client. The SDM is an integral part of the virtual delivery team and is responsible for developing and maintaining the on-going relationship management with the client covering every aspect of the ESC. The SDM, in essence, has 'ownership' of the delivery support model for the account and serves as the 'go to' resource for all support-related issues within the ESC Delivery Model. This individual monitors financial results and quality of service delivery across teams and supports supervisors in the local ESC delivery teams. This individual has accountability for client service delivery, operational efficiency and effectiveness of the service and leveraging best practices across the respective area of responsibility. Travel requirement between 25 and 40 percent.


PRINCIPAL DUTIES AND RESPONSIBILITIES:
Create an effective partnership between local ESC teams and the client

Delivers on all Service Level Agreements and Key Performance Indicators without exceeding budget

Manages delivery of local ESC teams to ensure consistent delivery in each location

Develops strategies in line with industry best practices to the proper workflow for the unit in conjunction with other organizations within the division

Fosters positive relations with other service leads and recognizes integration points for process improvement opportunities

Maintain proactive communication with other services to ensure efficient, accurate and timely responses to internal/external customer needs

Ensure compliance with established HR and Training procedures and quality controls

Provide single point of contact for questions regarding service level metrics

Recognizes when client requests are out of the scope of the contract and seeks approval prior to implementing the request

Facilitate and participate in client team meetings

Encourage and enable associate development, motivation and performance management through coaching, counseling and mentoring of team members

Identify and understand the reasons for variation in performance and assist the supervisor in determining appropriate actions that will result in improved performance of the associates or ESC location

Develop and retain key talented team members

Creates and manages to the annual headcount, compensation, and controllable expense budgets for all ESC locations

Communicate to ensure that the associates understand the organization's strategy and their role in achieving that strategy

Make recommendations for process improvement, develop implementation plan for process improvements and identify critical issues and make recommendations for improvement

Compile and analyze management reports

**This is a Virtual Home-Based Office Position**df-tc

Experience/Skills
See Above

Other desired skills:
Service Delivery Mgr (SDM) I
This job has expired.