Service Delivery Interlock STP Service Delivery Interlock STP United Arab Emirates Apr

Title:  Service Delivery Interlock STP

Description: 

Job Summary

The purpose of this document is to enable the job incumbent / line manager to provide the Job Profile Compiler with sufficient information to design a reliable Job Profile reflecting job intent, key responsibilities, scope, and decision limits within the current role

Roles & Responsibilities

- Strategic Direction Setting :Provide input to GBS service scope expansion decisions.
Support strategic GBS resource planning for specific end to end process/ segment area
Provide input to GBS operational performance metric and target level setting based on alignment with GPO and segment leadership
Provide input to prioritization of transformation projects across GBS.
Act as a guardian of IFFCO policies and first line of defense for internal controls.

- Service Delivery Execution:Ensure delivery of GBS services in accordance with customer-agreed metrics and targets (i.e. SLAs).
Providing oversight, ensuring compliance and preforming checks on the activities performed by the 3rd party provider
Service delivery Point of escalation in IFFCO for process non-compliances/ escalations
Interlock with BU Segments for S2P end-to-end processes 
Implement GBS Talent Management, training and development strategy within captive
Provide tactical support and issue resolution to internal and external customers.
Support Knowledge transfer activities for future work transitioning to 3rd party provider
Manage GBS specific controls and approvals (as applicable)
Maintain business continuity and risk management plans

KPIs

Work experience requirement

3- 5 years experiance in Service Delivery - Operational, Management 

Qualification

MBA or Post-Graduate Diploma in Management Sciences/Sales & Marketing

Competencies

Balances Stakeholders

Change Management

Ownership & Result Orientation

Planning & Decision Making

Self and Team Management

Business Unit:  Global Business services (7729)

Business Group:  Global Business Services (7728)