Address
Form of work Job Summary
• The role of the Service Delivery Manager (SDM) is responsible for co-coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.
• These Terms of Reference apply for the role of Service Delivery Manager The role may be shared across engagements with similar project and skill requirements.
Job Responsibilities
Responsibilities and Tasks
• Build a good relationship with key client staff.
• Successful service delivery through SLA achievement and high CSAP/OSAP scores.
• Monitor end-to-end performance of services
• Communicate effectively around issues and opportunities.
• Collaborate with senior management on client account management and growth.
• Ensure operations teams are aware and prepared of changes.
• Build service reports and sponsor service delivery meetings.
• Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.
• Remove all obstacles to customer satisfaction and / or financial performance.
• Communicate across organizational boundaries from all levels.
• Looking out for client’s and CGI’s long-term interests
• Run service improvements if service delivery is not meeting client expectations.
• Work with the client and operations teams to proactively identify service improvement activities.
• Be accountable for and contribute to the overall performance of the project delivery.
• Follow best practices as defined in the CPMF.
• Create and maintain the project’s Financial Status Reporting with high quality.
Other responsibilities include:
• Work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow agreed escalation procedures.
• Support requirements assigned by the Director or above
• Advise people manager of planned/unplanned leaves as below:
Vacation leave – at least 14 days in advance of planned leave date
Sick leave - at least two (3) hours prior to the start of the shift. A member, when using sick leave, must notify his manager (or next higher-ranked manager) via a phone call to the manager’s direct office line or mobile phone within the prescribed lead time.
Notification process during critical days should be followed.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Provide support to multiple Clients as necessary
• Ensure feedback is given to member or relevant people manager if potential issues are detected.
• Ensure feedback is given to member or relevant people manager if process improvement measures can be implemented.
• Ensure initiation of or attendance at planned meetings.
• Ensure project and local team processes are implemented and followed.
People Management
1. You are expected to exercise your discretion when enforcing the company policies keeping the bigger company objectives in mind.
2. You are accountable and responsible in hiring new members ensuring that they fit the company’s core values. You are also responsible in imposing the disciplinary sanctions and ultimately managing out members as needed.
3. You are expected to fully participate in business improvement or development activities that the company initiates.
4. You are expected to actively apply the Member Partnership Management Framework as applicable.
5. You are expected to provide direction and vision to your direct members.
a) Appropriately disseminate and tailor information and business communications to team members through regular team meetings, one on one meetings etc. as required to ensure team members (both in the office and on client sites) are kept well informed.
b) Conduct regular one-on-one meetings with all members to provide relevant feedback on their performance.
c) Set meaningful performance objectives in collaboration with assignment managers which align to client project/SLAs for team members.
d) In particular, when you have direct reports working with other assignment managers, regularly engage with the assignment managers to receive on-going feedback on members’ performance, especially regarding adherence to SLAs and delivery expectations, during roll off from projects or at the end of the review period.
e) Provide a consolidated review and performance evaluation at the end of the year in liaison with relevant assignment managers when undertaking annual performance reviews and creating development plans for members
f) Implement and manage Personal Development Plans (PDPs) and Performance Improvement Plans (PIPs) in conjunction with assignment manager as necessary.
g) Manage on-boarding, induction activities and probationary reviews for new members in accordance with CGI’s program.
6. You are expected to foster open communication within its members.
a) Undertake MSAP meetings as required
b) Identify and manage member issues proactively in accordance with CGI policies and seek expert advice from your Responsible Manager or the relevant HR Business Partner as required.
7. You are expected to display integrity in action.
a) Apply technical and member processes consistently and ensure that team members adhere to CGI policies and guidelines.
b) Be conversant with company policies to ensure requests comply with policy guidelines and manage approvals accordingly, e.g. ensuring that the member has enough accrued leave available.
c) Support members during absenteeism periods and when attendance issues occur.
d) Effectively manage member leave balances, ensuring that excessive leave balances past the middle of the fiscal year are managed.
e) Familiarize yourself with health and safety requirements for your team members, including adherence to reporting procedures for workplace incidents/accidents
f) Ensure that bullying and harassment claims are appropriately dealt with and escalated to your Responsible Manager and Human Resources Business Partner.
8. You are expected to cultivate team spirit.
a) Actively work to develop your team by providing them with effective leadership, expertise, advice, coaching and mentoring.
b) Support members for current and future assignments; work with members to understand career objectives and skills and make recommendations to Client Engagement Director/Function Lead;
c) Encourage and support members to participate in training and development activities to maintain and develop skillset, including use of online training opportunities.
d) Work with members to define PDPs.
e) Ensure resource data is up to date by reviewing and approving Resource Profiles in PSA RM, confirming résumés and skills profiles are current and provided in the correct template
f) Approve assignments or amendments to existing assignment dates when appropriate
g) Ensure all members achieve their utilisation target by:
i. Proactively seeking assignments by searching for possible service orders / resource requests that match your members’ profile and recommending your members accordingly
ii. Utilizing strategies to minimize underutilization of members such as onshore assignments, proactive annual leave planning or formulating bench activity plan to ensure unassigned time is used productively.
9. You are expected to uphold the company values in your actions, and is committed to building loyalty amongst colleagues.
a) Familiarize yourself with and understand company benefits, including SPP and PPP.
b) Be cognisant of CGI values and demonstrate, work in accordance with and promote the values in how you operate.
c) Positively represent CGI’s core values and philosophies for their members.
d) Contribute to the achievement of key CGI metrics, ensuring accuracy and timeliness of data by;
i. Reviewing and approving weekly timesheets for all team members in accordance with relevant deadlines.
ii. Reviewing and approving expense claims for all team members, ensuring submissions are accurate and comply with relevant company policy.
10. You are expected to give member recognition in its purest form, ensuring that what is expected from the member is understood and taken into account.
a) Undertake appropriate reward and recognition to acknowledge member contribution, through both informal feedback and where appropriate, formally via the All Hands Awards.
b) Remember to acknowledge good work during team meetings, performance reviews and MSAP discussions
c) Share the positive feedback you receive from assignment managers and clients.
• You are also expected to understand and exemplify the following CGI Specific Competencies and Leadership Competencies:
CGI Specific Competencies:
• CGI Quality System
• CGI Frameworks
• CGI Tools/Techniques
• CGI Solutions and Methodology
• CGI Key Professional Behaviors
• CGI Code of Ethics and Business Conduct
Leadership Competencies:
• Communication
• Leading
• Management
• Cognitive Ability
• Effectiveness
• Professional Responsibility
Soft Skills Target
Demonstrate an appropriate level of the following CGI values through the following:
• Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality
• Intrapreneurship and Sharing – collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environment
• Respect –professionalism and proper decorum in all official interactions and functions
• Financial Strength – ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported.
• Objectivity and Integrity.
EDUCATION, SKILLS TRAINING AND EXPERIENCE
Education
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field.
Knowledge and Skills
• Proficient in written and verbal communication in the English language.
• Keen attention to detail.
• Proficient computer and technical skills.
• Solid analytical and problem-solving skills.
• Good process mapping ability.
• Proactive, service minded and able to multi-task.
• Good interpersonal skills (empathy, verbal dexterity, etc.)
Experience
• Previous IT Support / IT Service Desk experience.
Others
• Willingness to work in shifts.
• Must be flexible with the ability to adapt to changes quickly and think conceptually
Security Responsibilities
All members shall be responsible for the security of the information that they use or manage, and shall ensure that appropriate measures are taken to preserve its confidentiality, integrity and availability for use.
The following are basic security obligations:
• Be aware of one’s obligation under legislation governing data protection, computer misuse, copyright protection, intellectual property, the retention of public records and the common law;
• Act with propriety in the use of the business units’ Information resources;
• Familiarize with and conform to the Information Security policy and related Standards, Guidelines, etc;
• Report immediately to one’s Line Manager and Information Security Officer, any breaches, or
• suspected breaches, of the CGI Philippines Information Security policy.
Confidentiality
As a Service Delivery Manager, you will have access to information of confidential nature. You will be expected to maintain that confidentiality. You should ensure that confidential documents are kept under lock and key and that electronic versions are secured as well.
Authority
You do not have any authority for member expenses, overtime or third party invoices unless specifically delegated by service management teams.
Performance criteria
You will be assessed on the success in your role according to your achievements against these Terms of Reference and your performance against Performance Indicators.
Administrative
• Adherence to all company mandated responsibilities.
The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed
