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Manager/Senior Manager - Global Consulting Delivery

Clevest Solutions

Clevest Solutions

Colombo, Sri Lanka
Posted on Thursday, June 20, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Provide leadership to ensure effective and efficient delivery from Global Delivery through coordinating and collaborating with global operational management in managing people performance with a clear focus on business value; take on delegated operational tasks and authority from global operational management.

To devise and implement strategies to realize the vision, mission and purpose of the local organization in compliance with administrative, financial, legal and regulatory frameworks.

To manage and lead a local organizational group; take responsibility for the line and HR aspects and work environment.

  • In collaboration with the Customer Success functions define a process to capture the short, medium, and long-term resource demands across the functional and technical capabilities of the global delivery organization
  • Take on delegated operational tasks and authority from and coordinate and collaborate with global operational management to ensure effective and efficient delivery from the organization sub-unit.
  • Establish a trusted and strategic advisor relationship with the Regional Customer Success teams to ensure their resourcing needs are understood, fulfilled and that the services provided are to sufficient agreed quality and cost requirements
  • Be a thought leader in how we thrive in a service-oriented business model
  • Take measured and informed decisions about resourcing priorities, making decisions in the best interests of our Customers and IFS.
  • Ensure performance metrics (KPIs) are met whilst protecting the integrity of the Customer Services Organization.
  • Contribute to process improvements that ensure we run a predictable and profitable business for IFS.
  • Identify new requirements and opportunities for Global delivery to plan and scale to meet future demand.
  • Align with the Success Function to ensure they demand is forecasted accurately.
  • Support Partner Success Management in assisting partners with their service requests and where appropriate build relationships with 3rd parties to ensure the quality and timely provision of resource to the Customer Success teams.
  • Work closely with Delivery Management to ensure delivery is at the required quality and cost as agreed with the Customer Success teams.
  • Support people management (headcount allocation, recruitment, performance management, geographic coverage) and investment decisions within the service management discipline.
  • Provide thought and inspirational leadership to the organization.
  • Coach and Mentor the team members to reduce the skill gaps and develop their skills and competencies to increase productivity and performance.
  • Establish a climate of trust that facilitates open and candid communication.
  • Collaborate with managers across the organization, discuss matters of mutual importance, and learn from each other’s experience.

As a HR Partner

  • Identify and address attitude and behavioral problems, deal with grievances, and resolve conflicts.
  • Work together with the relevant local senior management to ensure that the people-performance aspects are managed and geared towards effective and efficient delivery execution from the local organizational group and actively contribute to Performance appraisal process and provide constructive feedback to the individual team members
  • Administrate attendance, leave plans, time/cost reporting, etc., inclusive of and keeping systems and records up-to-date.
  • Look into staff wellbeing and needs of individuals while keeping in mind the requirements of the organization as a whole.
  • Ensure that agreed metrics and measurements are available when required and relevant reporting of such metrics and measurements are carried out on time.
  • Ensure that the members of the local organizational group have the right skills and competence to perform on the job. Work together with relevant local senior management, global operational management, and relevant line management on other sites to execute training and competence development actions.
  • Ensure implementation and compliance with global/local policies and local organization ground rules.
  • Create and nurture a good work environment and organization culture.
  • Be a part of the recruitment process in terms of designing job specifications, candidate filtering and participating in technical interviews. Assist with career day programs conducted in the state/private universities as and when required.

Qualifications

  • The Manager Service Delivery is a result-orientated individual with a track-record of service delivery within a complex matrix environment
  • Must be very competent in prioritizing evolving business needs as required.
  • Excellent C-Level communication (both internal and external)
  • Ability to operate in a fast-paced, decentralized, geographically and culturally diverse teams.
  • Self-driven and proactive in nature.
  • Remain familiar and up to date with all aspects of the Services portfolio and be able to communicate this effectively.
  • Must live the IFS Values.

Essential:

  • 5+ years of experience including both Management and Customer facing roles.
  • Must be able to demonstrate commercial awareness and proof of sustained success.
  • Proficiency in English Language and local language.
  • Strong verbal and written communication and strategic planning skills.
  • Comfortable working across multiple functions and geographical locations in a deadline driven environment.
  • Open to travelling as required

Desirable:

  • Deep expertise at a practical level of the relevant disciplines

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.