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Service Delivery Excellence Manager

JR008190

Ensono, Inc is a Delaware corporation incorporated 2015 and located in Downers Grove, Illinois. Ensono, Inc provides infrastructure management services that help clients address their current needs, while engineering IT solutions for the ever-changing demands of tomorrow. From current platforms to evolving technologies, we deliver results for our clients by flawlessly executing infrastructure operations so our clients can focus on what they do best. Our infrastructure management services increase security and performance while reducing total cost of ownership by an average of 15 percent. Ensono, Inc has more than 46 years of experience managing business complexity, distinguishing us from our competitors. We have managed hundreds of complex migrations and have designed solutions that address a wide range of challenges that companies are facing today. We adapt to and work seamlessly within our clients’ culture and value the expertise of their employees. Our collaborative approach to meeting our clients’ challenges keeps them with us for an average of 10 years. We are ranked by Information Week 500 for our technology innovation and by the Uptime Institute for 100% availability. We are headquartered in Downers Grove, Illinois and currently have 2,100 associates.

JOB DESCRIPTION

As Manager – Service Delivery Excellence you will be a part of Service Delivery operations team and responsible for enablement/supporting productivity and quality of work by being heavily involved in assessment of resource requirements, process reviews, quality reviews, data analysis with the focus on improving overall Client and Associate experience. The optimal candidate will be a liaison between Operations, Transformation, Talent Acquisition and training and development teams locally and globally to ensure seamless execution and delivery on all initiatives.

A successful candidate must be a thoughtful and confident communicator with a proven ability to drive both people and change in a growth company. This person will be working very closely with all the operational leaders locally and globally to further improve the results of their teams within the process, identifying areas for improvements and aiding operational leaders to adopt best practices to help bring a consistent approach to delivering operational support across the global teams.

The core responsibilities shall include but will not be limited to :

  • Coordination and Collaboration end to end hiring & resource fulfilment
  • Working with internal departments and operations teams to mitigate & resolve delivery concerns / risks / issues
  • Share insights & information on key measures of success & risks
  • Drive process efficiency in hiring & fulfilment cycle
  • Work on special projects and initiatives helping achieve Service Delivery Excellence
  • Own the relationship management for the sourcing vendors from Operations
  • Collating the feedback from the teams on overall progress of hiring, performance of the resources, tracking the strengths of vendors across functional areas
  • Drive Quality of Service to QMS, RCA and translating them into actions

Key Responsibilities

  • Work with delivery to assess / gather/ predict resource requirements & capacity planning for new business/growth or backfill.
  • Act as single point of contact to co-ordinate and lease between Talent Acquisition team, vendors, Talent Development and Delivery teams on position fulfilment and hiring
  • Validation and tracking fulfilment of open positions for backfills, growth or investment resources
  • Keep track of and report associate engagement, manager connects, attritions, speed of backfill, exit interviews, talent at risk and utilization/productivity metrics
  • Create, maintain, publish reports/dashboards and provide insights on key metrics of success, risks/areas of improvement to assess vendor/contractor performance and quality of delivery
  • Share insights & highlight risks to leadership and support teams while sharing feedback/challenges from involved parties and tracking resolutions
  • Driving quality of service delivery through QMS and translating them into process controls
  • Converting Major Incident RC & actions into long term solutions for people and process issues
  • Ensuring Operational controls and supervisory controls are in place and effective by regular audits and tracking

Skills

  • Must have excellent communication and stakeholder management skills
  • Must have excellent organization & co-ordination skills and attention to detail
  • Must have excellent problem-solving skills and be able to apply with Lean/ Six Sigma methodologies
  • Must have good knowledge of excel, sharepoint and working knowledge of BI tools
  • Knowledge of WFM tools & systems is not necessary but preferred
  • ITIL certification (ITL4 preferred)
  • Willingness to take ownership of issues and progress to resolution
  • Ability to host meetings and conference calls. 
  • Diversity candidate will be preferred

Experience

  • Overall 10-12 years’ experience.

5 /6 years relevant experience in TA/WFM role (managed services; cloud and/or mainframe domain/background preferred);

3 /5 years relevant experience in operational governance / project management/ program management / quality role.

JR008190

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