Global Service Delivery Manager

Principal Functional Responsibilities
- Responsible with managing and leading the ASG Service Team
- Coach and Mentor Service Team members
- Conduct team member Performance Appraisal
- Provide opportunities for growth in responsibilities and career to team members
- Assist with hiring competent Service and Support resources
- Provide accurate reports and analysis to Management on ASG support and service delivery performance and initiate actions based on information
- Ensure that operational processes are constantly reviewed, kept up to date, and communicated to all ASG team members.
- Build Partnership with Support Managers and Team Leaders to identify and implement improvements in areas of reporting, communication, and processes
- Build solid relationship with business units or groups that ASG supports
- Monitor daily escalations and ensure that appropriate support team members are addressing them
- Ensure that world class service is being provided by all ASG team members
- Drive implementation of identified priorities that deliver the most value

Experience/Skills
- 8 or more years experience on a customer support service environment
- Minimum 3 years of supervisory experience and management of customer relationships
- ITIL Practitioner
- Proven Leadership skill
- Solid experience with Process Development and Improvement
- Able to work on multiple complex system development projects from design through to release

**Competencies**
- Good time management skills - ability to work on multiple streams of work where required
- Flexibility and adaptability - ability to react positively to change and reprioritize where needed
- Good Interpersonal skill
- Customer focus
- Excellent motivator with ability to achieve result
- Able to confidently make decisions and take accountability

**Skills**
- Leadership and People Management
- Communication
- Collaboration
- Business Management
- Project Management

ASG