Service Delivery Manager
- linkCopy link
- emailEmail a friend
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to motivate changes.
- 5 years of experience in a customer or client-facing role supporting operations.
- 5 years of experience in building relationships with stakeholders or clients.
- 5 years of experience in operations and process excellence.
Preferred qualifications:
- Experience in working with multiple cross-functional business teams and stakeholders to set up, stabilize, and scale new product operations.
- Experience in developing solutions and tools in partnership with business teams.
- Experience in operating contact center support globally.
- Experience in project management and execution with numbers and data analytics.
- Experience in risk, change management and process management systems (e.g., Kaizen, Six Sigma, Lean, etc.).
- Excellent communication skills, with the ability to present analysis and concepts to audiences.
About the job
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.To learn more about gTech, check out our video.
Responsibilities
- Manage multiple vendor programs and serve as the primary point of contact internally and externally for assigned vendor engagements.
- Design and launch new workflows in partnership with business owners, motivating Request for Information/Request for Proposal (RFIs/RFPs) in collaboration with procurement teams and setting up experiments and long-term operations.
- Be responsible for day-to-day program success, by monitoring vendor work product using standardized metrics for quality timeliness, volumes, cost etc.
- Drive Service Level Agreement (SLA) improvement plans, exchange feedback and manage escalations. Support vendors in ongoing activities including resource planning, training and certification, quality reviewing and tools access.
- Identify opportunities to evolve workflows from idea to mature stage with most appropriate location strategy for scaling efficiently, adequate process documentation, SLA, quality frameworks and reporting etc.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.