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Service Delivery Lead

Program Management
1800004273 Requisition #
3432 Total Views

Client Engagement
- Maintain client relationship through regular interactions, updates and reviews
- Ensure client escalations/ issues are addressed appropriately within timelines with focus on reduction
- Drive initiatives to reduce/ optimize cost, improve productivity, add headcount and thus incremental revenue
- Finalize and sign off CPMs with the client

Delivery Management
- Ensure SLAs and CPMs targets as defined and signed off with the client are met
     o To maintian adequate staffing for all roles at all times to carry out the Operations
     o To ensure span of control for all supervisory roles is maintained as per norms
Conduct regular reviews to ensure 100% numbers are met
Create and implement ways to improve productivity, by initiating lean six sigma projects

Financial/ Profitability
- Provide domain expert opinion in case of any new RFP/RFI. Work closely with the PreSales and Sales team
- Occasionally meet new customers during site visit, floor walk
- Showcase the existing capabilities both during internal and external forums

People Management
- Devise and implement strategies to ensure attrition targets are met
- Ensure touch time within the alignment through coffee sessions etc and address issues and concerns appropriately.
- Focus on team development by identifying various opportunities for cross skilling, understanding aspirations, strengths etc. to provide appropriate guidence.  
- Work with WFM team to forecast manpower requirement to ensure adequate staffing on floor.  
- Review performance of the team and ensuring it is meeting the set targets. 
- Ensure all people processes are carried out as per timelines and norms.
"Functional Skills
- Understanding of Operations levers, Healthcare Delivery & DO&P Industry
- Very strong domain knowledge
- Industry knowlede, competetiors knowledge
- Operations management 
- Financials, P&L"
"Behavioral Skills
- Client Management Skills, Customer Centricity
- People/Team Management Skills
- Analytical skills
- Excellent Communication Skills
- Problem Solving 
- Decision Manking
- Has the ability to make complex judgements and solutions based on analytical thought and selecting complex alternatives"

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