Service Delivery Senior Manager

  • $70,000 or above + bonus
  • Hong Kong
  • Permanent, Full time
  • Bo Le Associates Ltd
  • 31 Aug 16

The Client Organisation is part of a global network of professional firms providing Audit, Tax and Advisory services. The firm operates in 155 countries and has more than 174,000 people working in firms. The Service Delivery Senior Manager plays a central role in the successful management and delivery of the Operation. They are the key client interface, acting as the spokesperson for the Operations Manager. The key objective is to ensure that all services in scope are delivered to the client or clients to time and with the appropriate quality in line with Service Line Agreement (SLA) and contractual obligations.

Job Repsonsibilites:

• Perform core day-to-day activities including providing core operational MI, reporting and service reviews
• Client engagement. Deal with complex issues raised by clients
• Act as a facilitator and where appropriate the owner to issues, escalations and contractual discussions
• Change Management. Maximize operational efficiencies and productivity through delivery of process improvements
• Work with Senior Operations Manager to ensure achievement of SLAs and progress in Continual Service Improvement Plan
• Act as main point of contact for client on any service changes and contract change process where applicable
• Capture, field and manage requests which do not naturally sit within the scope of the operation
• Perform successful client stakeholder management
• Effective reporting and completion of all governance requests and requirements
• Complete tasks including delegation and fielding of non-operational requests


Skills and Experience:


• Degree holder with minimum 8 years relevant experience in a Service Delivery operational environment
• Strong understanding of the Management services framework and senior management team
• Solid experience in Project and/or Programme Management
• Experience in Financial Services, banking sector
• Proven mediation and problem solving skills
• Superior interpersonal skills and demonstrated success in developing strong client relationships, internal, senior stakeholder management
• Proven ability to build rapport and relationships with core service groups including Legal, Finance, Resourcing and the Operation
• Awareness of the relevant local regulatory legislation, procedures and processes
• Excellent analytical, reporting and presentation skills
• Strong Proficiency in PowerPoint, Excel and MS office suite is essential
• Outstanding communication and fluency in written and spoken English, Mandarin and Cantonese