Service Delivery Manager for Majorel Lisbon

We know that it is our people that make the difference. At the heart of how we work, it is our drive to embrace change and to always find ways to do things better.

What do we need? A Service Delivery Manager willing to share expertise, experience, resources and an exceptional person who creates, develops and implements innovative ways to achieve results. A passionate person, who wants to create impact, coaching and leading people to achieve excellence and ultimate service delivery.

Someone who enjoys structured analyses, leading teams, optimizing operational procedures, knows all about planning, scheduling, measurement of services and delivery against the agreed levels of service and is always seeking to proactively improve services for the benefit of the company and the customer.

What will you find in Majorel? Remarkable people working to deliver the best results and always finding their way to achieve and improve in a fast-paced environment facing continuous changes!

Would you consider to be part of our amazing team as our next Service Delivery Manager? Majorel is waiting for you!

Responsibilities:

• Ensure operations are carried on in an appropriate, cost-effective way.
• Improve operational management systems, processes, best practices and help the organization's processes remain compliant with both company and client needs.
• Formulate strategic, operational objectives by evaluating daily key performance indicators and developing improvement needs.
• Promote, coordinate and support the work and performance of the team ensuring that they perform the tasks and perform appropriately by ensuring their profitability and productivity.
• Provide the collaborators with the tools and resources necessary for the proper functioning of the service.
• Motivate, encourage and get the involvement of the members of his/her service, guaranteeing the professional and personal development of the team.
• Guarantee the correct relationship with the transversal areas of the Platform and the Company.
• Plan and design the resources and tasks necessary to ensure the Service Operation, within the parameters of the expected profitability.
• Ensure the productivity of the teams by effectively managing the critical success factors defined such as: performance, deadlines and results, etc.
• Examine financial data and use them to improve profitability through measurements, reports and forms that ensure such monitoring. Forecast requirements and managing a budget; schedule expenditures and managing cost; analyze variances; initiating corrective actions. Plan effective strategies for the financial well-being of the company.
• Keep the Client (partner) and the Operations managers of the service informed at all times.
• Encourage a close and trusting relationship with the client, making win-win oriented decisions and ensuring profitability for both companies.
• Develop the appropriate tasks in commercial matters to continue growing in the market, taking advantage of the experience and knowledge acquired, by being proactive when it comes to raising ideas, challenges and solutions.
• Take tactical decisions in case of unforeseen contingencies, by being proactive when it comes to providing solutions and improvements to the Service.
• Any other function that is considered relevant and necessary in the business.

This position requires the use of confidential information according to its responsibility and duties and must be adapted to the good use manual of the information systems

Requirements:

• Proven work experience as Service Delivery Manager, supervision and operation tools
• Knowledge of organizational effectiveness and operations management
• Experience budgeting and forecasting
• Familiarity with business and financial principles
• Very good analytical skills, productivity/service reports/service ratios
• Customer service-orientated and a high focus on customer satisfaction
• Leadership ability, experience in team management, ability to motivate and coach team members
• Outstanding organizational skills
• Degree in Business, Operations Management or related field
• Excellent communication skills & high focus on customer satisfaction
• Native or near-native English skills

Our offer:

• Competitive salary conditions
• Development/wellbeing related classes (these vary throughout the year, ask for further details), partnerships/discounts and year-round events and fun competitions
• Excellent reputation as a responsible employer with a presence in Portugal for more than 50 years
• Stable multinational company with long term local growth
• Modern work environment at an attractive location with excellent public transport connections
• An international environment employing people from different nationalities and cultures

At Majorel we are committed to equal opportunities between men and women. In the same way, our offered positions can be developed by people with disabilities. We guarantee compliance with preventive regulations to ensure the care for the safety and health of workers in our facilities or in teleworking