Service Delivery Manager

Monitor the service delivery of the contracted IT service providers in India. Work with the contracted service provider to ensure service delivery to address service demands, support resolution of impediments in the service delivery, and drive effective fulfilment with ownership. The services would include IT and other IT enabled services in other business functions that are part of the evolving scope of the service provider relationship. This role is responsible for partnering with key business process owners whose topics are being serviced by the provider. The service provider itself will be a partner on the other side. The role would be a SPOC between the business and the service provider. Responsibilities Organize the project work, from understanding business requirement till logical conclusion, keeping the stakeholders informed. Plan for the resources required to execute the projects. Work with the project team members to ensure execution. Work with subject matter experts and facilitate coordination with them among the project participants to achieve planned outcome of the project. Make recommendations for solutions or improvements to business processes. Effectively communicate and collaborate with stakeholders of the project in the business and in IT. Facilitate open communication among participants in the project, to bring up issues that need discussion and resolution to achieve end objective. Track and maintain project plan for time, efforts, and costs; with focus on the outcome. Make tactical decisions to ensure project execution as planned. Use tools as may be mandated for project planning and execution. Explore opportunities to improve methods and tools. Continuously develop communication skills and problem-solving techniques. Educational Qualifications, and Work Experience Four-year technical degree or equivalent work experience. 10 to 15 years of experience in information technology projects in application systems as well as IT infrastructure; IT merger and acquisition; IT services outsourcing; and exposure to IT supplier relationship management. Relevant experience in supporting projects for setting up new sites; and implementing application systems in businesses. Proven experience in overseeing configuration, development, upgrades and implementation of application systems. Technical Skills: Deep work experience in IT projects. Significant exposure to outsourcing IT operations to third-party service provider. Skills in defining and measuring service delivery performance. High degree of customer focus. Able to work flexible hours to meet deadlines. Superior project management skills Ability to work in a fast-paced environment and manage workload prioritization for self and the project team to deliver high quality work within cost and time constraints. Superior critical thinking skills with the ability to develop out-of-the-box problem-solving approaches to formulate innovative solutions. Demonstrate collaboration skills with the ability to handle conflict and work with a distributed team. International mindset – must be able to deal with diverse, international team. Willingness to travel on a project basis – up to 30% per year. Including potential extended period of time away from home. Desired Operative Skills: Agile development methodology Successfully manage multiple tasks involving planned projects and ad-hoc tasks Experience of Service Now ticketing system or equivalent. Soft Skills: Strong written and verbal English skills. Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively. Strong interpersonal skills Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed. Time management skills including setting appropriate expectations with end users for resolution. Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision. Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently. Multi-tasking abilities while focusing on effective prioritization of work. Attention to detail and commitment to high quality, error free deliverables

The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com. We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognise unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.