Lead Operations Delivery Manager

Role: Lead Operations Delivery Manager

Years of experience: 15+  Years

Location: Mumbai

Job Responsibilities:

  • The Operations Delivery Manager is accountable for delivering the run services towards a client or a specific set of clients.
  • The ODM has a firm working relation with the SDM who is accountable for the overall contractual compliance of all services and projects.
  • An ODM can be responsible for the services from one SL, or for the delivery of multiple SL services (as lead cross-SL ODM for a client, depending on the situation).
  • There can be multiple ODM’s for a client, but there is always one lead ODM in order to ensure ownership of the end-to-end delivery of corss-SL services.
  • In his role, the ODM ensures that the sub-service lines deliver according to the SLA, as well as managing the delivery of non-standard / client specific services.
  • Delivery - Deliver services according to SLA - Day-to-day management of all service delivery activities
  • Ensure consistency of delivery approach; consistent with SL strategy
  • Manage Major Incidents / client alert
  • Develop and maintain SIP/SQP - Transition-to-run sign-off
  • Drive the identification of operational cost & efficiency savings
  • Supplier & third party management SLA services
  • Promote new service propositions to improve or extend the services to the client Contract
  • SLA Contract obligations - Review and update SLA; impact assessment of contract changes on service provision - Financial
  • Achieve productivity & cost efficiency savings
  • Prepare SLA work orders/changes quotes (content & costing)
  • Maintain unit costing volume, accurate forecasting and charging data (#work units/service requests/changes)
  • Identify SLA upsell opportunities

Client Reporting

  • Maintain SLA R&I log and follow-up actions aimed at reducing risks to service and service credits
  • Resolution of operational issues arising from client disputes
  • SLA Reporting to the client