Service Delivery Manager

This is a temporary job opening with a client in Zurich. The Service Delivery Manager will be working for 2-3 days a week. The initial contract is for three months to begin with. Experience with SUCCESS FACTORS HRIS SOLUTION support role is mandatory. The candidate should be able to start by the 7th of July and should be eligible to work in Switzerland

Job description

JOB OVERVIEW

The Service Delivery Manager plays a vital role in creating long term healthy service provider - customer relationships, acting as the bridge between the internal operational team/end users and the external vendor. The key responsibility of the Service Delivery Manager is governance across all areas of services including service management, incident and change management, continual service improvement and stakeholder management as well as playing a key role in ensuring the highest level of operational service delivery.

JOB DIMENSIONS

2 - 3 direct reports

PRINCIPAL ACCOUNTABILITIES

- Document and monitor closely compliance with  support processes and all associated documentation and checklists
- Define and implement support model
- Provide actions and escalation to ensure service levels are met.
- Manage and lead the Global HRIS support team
- Report to key stake holders on the progress and status of Support, and Incident Management, including Service Level Agreements
- Conduct Change Advisory Board meetings with Key Business representatives to advise and seek approval for the migration of system changes into the Production environment
- Meet with the External vendor to regularly discuss the progress and status, resolution and prioritisation of Incidents raised by global Support team, including SLA's breaching and any action to be taken
- Continuously invest into the improvement of the Support Incident resolution within the Support Team and with Business stakeholders
- Contribute to an effective working relationship with other team members in the internal and external working environment
- Ensure the Testing environment is sufficiently updated to support all Testing requirements, including the planning and approval of Client Refreshment
- Work closely with Vendor and Business stakeholders to plan, test and implement Version and Support Pack Updates
- Drive data governance within the system

Desired Skills and Experience

QUALIFICATIONS/REQUIREMENTS

Formal Qualifications and Experience

- Minimum 10 years' experience working within HRIS space preferably for a large global organisation.
- Technical expertise of HRIS system solution and business processes transacted through a Portalability to organize applicable Business Group/Unit timelines and follow up with internal customers and external Vendors
- Strong written and oral communication skills, an  ability to present ideas and suggestions clearly and effectively
- Strong organizational skills; ability to accomplish multiple tasks, within timeframe, through effective prioritization
- Self-motivated, able to work independently to complete tasks and respond to requests and to collaborate with others to utilize their resources and knowledge to identify high quality solutions
- Strong attention to detail
- Strong analytical, problem-solving, and conceptual skills
- Ability to understand and translate business needs into requirements
- Strong change management skills and ability to influence decision makers
- Strong project management skills, which includes experience in organizing, planning, and executing large-scale projects through the implementation phase
- Ability to work across time zones and to travel as required