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Service Delivery Manager

Google

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5-7 Years
a month ago
143 Viewed
16 Applied

Job Description

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 drive these changes.
  • 5 years of experience in a customer or client-facing role supporting operations.
  • 5 years of experience building relationships with stakeholders or clients.
  • 5 years of experience in operations and process excellence.

Preferred qualifications:

  • Experience in developing solutions and tools in partnership with business teams.
  • Experience in project management and execution with a high-level of comfort with numbers and data analytics.
  • Experience running contact center support operations globally.
  • Experience in risk, change management, process management systems such as Kaizen, Six Sigma, Lean, etc.
  • Experience in working with multiple cross-functional business teams and stakeholders to set up, stabilize, and scale new product operations.
  • Excellent communication skills, with the ability to present analysis and complex concepts to multiple audiences.

About the job

At gTech's Users and Products team (gUP), our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.

gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google's consumer products ecosystem and enabling numerous launches for Google's consumer products each year.

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 .

Responsibilities

  • Manage multiple vendor programs and serve as the primary point of contact internally and externally for assigned vendor engagements. Be responsible for day-to-day program success, by monitoring vendor work products using standardized metrics for quality timeliness, volumes, cost, etc.
  • Drive service-level agreement (SLA) improvement plans, exchange feedback, and manage escalations. Support vendor in ongoing activities including best practices, resource planning, training and certification, quality reviewing, and tools access.
  • Design and launch new workflows in partnership with business owners, driving request for information/request for proposalsin collaboration with procurement teams, setting up pilots/experiments and long-term operations.
  • Identify opportunities to streamline processes to meet business needs. Re-engineer processes to improve efficiency and customer satisfaction.
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