Service Delivery Manager

Orange Systems is looking for a new colleague to fill in the position of Service Delivery Manager to work with our international partners.

What you will be doing:

Client Relationship Management:

• building and maintaining strong relationships with the client
• acting as the primary point of contact, understanding client needs, addressing concerns, and ensuring overall client satisfaction
• conducting regular meetings, gathering feedback, and collaborating with internal teams to meet client expectations

Service Quality Assurance:

• ensuring that services provided meet established quality standards
• developing and implementing quality assurance processes
• conducting regular service audits
• identifying areas for improvement
• implementing corrective actions as needed
• taking ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

HR Management:

• participating in the recruitment process by defining job roles, screening candidates, conducting interviews, and selecting suitable candidates
  developing and overseeing onboarding processes to ensure new team members are integrated smoothly into the service delivery team
• defining performance expectations, goals, and metrics for service delivery teams
• conducting regular performance reviews, providing feedback, recognizing achievements, and addressing performance issues promptly
• identifying training needs based on performance gaps, emerging technologies, and evolving client requirements
• developing and implementing training programs to enhance team skills and knowledge
• handling employee relations issues, conflicts, and grievances in a fair and timely manner
• conducting investigations, mediating discussions, and working towards resolutions that align with company policies and promote a positive work culture

Project Management of Service Delivery Projects:

• leading project teams
  
• defining project objectives
• creating project plans
• assigning tasks
• monitoring progress
• managing risks
• ensuring timely project delivery within budget constraints
  
• communicating project status and updates to stakeholders regularly

Performance Management and Reporting:

• evaluating team and individual performance
• establishing performance metrics
• conducting performance reviews
• providing feedback and coaching
• identifying training needs
• ensuring systems, methodologies and procedures are in place and followed
• providing accurate and regular performance reports
  
• highlighting key metrics, achievements, and areas for improvement to the client

Change Management:

• developing change plans
  communicating changes effectively to teams and client
  assessing impacts
• mitigating resistance
• ensuring successful implementation of changes while maintaining service quality

Continuous Improvement:

• encouraging innovation
  soliciting feedback from teams and client
• analyzing data and metrics for insights
• identifying improvement opportunities
• implementing best practices
• monitoring results to drive ongoing enhancements in service delivery processes and outcomes

What we are looking for:

• University Degree
• Fluent English, written and spoken
• Dedication to a career in financial operations
• Experience of using MS Dynamics 365 Finance and Operations preferable
• Experience of dealing with large volumes of transactions
• Familiarity with EU VAT regulations, including the reverse-charge mechanism for services
• Hand-on problem-solving attitude: takes the initiative to identify problems and propose resolution, including directly contacting suppliers, banks and UK government agencies
• Leadership skills
• Ability to work under pressure and meet strict deadlines
• Detail oriented – ensuring audit trail is kept and strict version control
• Advanced process-mapping and quality-control skills
• Good verbal and written communication skills
  

What's in it for you:

• international environment and guaranteed life-work balancea unique learning experience in our company
• working experience with great potential for growth
• competitive salary
• benefits and compensations
  

We invite you to join Orange for a unique learning and working experience, with great potential for growth in an innovative environment.

If you share the same views, please send us your CV today. We will be happy to welcome you into a young and dynamic team!

Working for Orange is one of a kind experience. Come check it out!