About InspireXT
We are on a
mission to become the world's most trusted supply chain consulting partner, and
to create a company where our clients, our people and our partners flourish. We
have lofty ambitions in an exciting market, where sustainability, efficiency,
AI & technology enablement are driving bold collaborations in pursuit of
customer excellence and profitable growth.
The foundation is
laid, momentum is building, and we now are looking for talented team players
who share our values and want to make a meaningful difference and be part of
shaping the next chapter. We were born in the UK 7 years ago, and we now have
colleagues in 5 markets who are delivering Customer Centric Supply Chain
solutions to our clients, bringing together the latest offerings from Oracle
& Salesforce, as well as innovative AI & technology solutions that
deliver rapid time to value.
WHY InspireXT?
Because
transformation, at its best, is human. You’ll work with people who care deeply
about what they do, who believe in trust before transactions, and who want to
leave every client stronger than they found them. We are on a robust path of
growth, and you’ll get to be part of that journey — helping shape the systems,
culture, and capabilities that will scale with us. If that sounds like you –
we’d love to hear from you. Apply to be part of our growth story.
Note - We
are an equal opportunities employer, committed to fostering diversity &
growth for all. We welcome applications from traditional and unusual
backgrounds and also are happy to discuss any specific accommodations required
in the recruitment process to help you shine.
Are you ready to
inspire? #MakingWinners #InspireXT #SupplyChainExperts
Role Description –
We are seeking a highly
motivated and experienced Service Delivery Manager to manage delivery operation
for our valued customers. This position requires establishing and maintaining strong
client relationships,
proven track record in leading and improving
service delivery teams. The SDM plans and
deploys support services as defined by the agreed upon Service Level Agreement
and ensures deliverables are met.
Key
responsibilities
We are looking
for a driven and result oriented individual with a skill set across the
following areas -
- Coordination of support resources, as
well as, facilitating communication with customers and internal partners.
- Lead team training to ensure the team
is familiar with IT service delivery processes and best practices. Maintain
knowledge set and capabilities of team functions.
- Manage and Oversee 24x7 Support
Operations delivered by a Global Team.
- Design and follow appropriate
governance model/plan for SLA -based support contracts.
- Drive cross -functional interaction to
ensure successful and timely delivery of high -quality support services.
- Ensure that systems, processes, and
methodologies as specified, are followed to ensure effective monitoring,
control, and support of service delivery.
- Manage multiple client engagements
simultaneously.
- Manage regular internal and
customer -facing operational reporting including system uptime and utilization,
incident management, resource forecasting and utilization, and overall account
status.
- Responsible for timely and accurate
monthly billing in accordance with the client's contract. This includes regular
reviews and management of resources time and timesheets.
- Define and implement the required
processes to enable the functioning of a global support centre.
- Ensure excellence in service delivery
to ensure customer satisfaction and minimize downtime. Identify areas for
process improvement to ensure that teams are improving performance and service
quality. Lead efforts at client engagements and across Centroid to implement
and measure the improvements.
- Track, manage, negotiate, and maintain
client SOWs (Statements of Work), budgets, and project resource timesheets.
- Communicate potential needs for change
orders with clients based on new support needs or projects.
Requirements
- A
minimum of 8 years of applicable industry experience in delivering Enterprise
IT Services.
- Knowledge
of Oracle application, cloud, and systems integrations is must.
- Experience
managing teams within an organization that utilizes Oracle EBS/ Cloud.
- 3
to 5 years managing teams as part of an IT Service Delivery organization within
a Managed Services environment.
- Proven
ability to manage multiple accounts and engagements across multiple industries
and technologies.
- Demonstrable
experience managing customers and delivery of IT services.
- Proven
people management skills.
- Must
possess strong written and oral communication skills.
- ITIL
Service Delivery qualification is desirable.
including retirement benefits, health and life insurance.
goals.