Role: Site Delivery Manager

Location: Pune

Position Summary:

The Site Service Delivery Manager plays a meaningful role in Smith+Nephew’s locations strategy, ensuring that the Service Centres environment is an exciting, rewarding, and multifaceted place to work, that delivers consistently high-quality work and excellent customer service.

With the current expansion and diversification of services in each one of the centres. Moving to a decentralized model, where the site lead is not handling services directly, it is crucial to keep a consistent approach regarding local Talent management practices, minimal service standards, local compliance and an engaged local workforce. In this scenario, the Site Delivery Manager plays a critical role by managing the local communication, leading the implementation of minimum service standards across all functions (managed and hosted), supporting the customer experience journey, leading overall site compliance, as well as managing talent management projects. This role will also act as Project manager for new functions that decide to move to the centre and follow the Global Transition Methodology.

Key responsibilities:

Site Management activities
• Lead local site Communication & Events that will support people engagement and culture for all local functions
• Support the creation and execution of the minimum services standards and underpinned methodology to measure services
• Drive Site consistency with Minimum acceptance standards and guide teams to meet them
• Site reporting and service measurements
• Define customer experience strategy and define initiatives to support services to implement them
• Manage site compliance, including Incident Plans and compliance with BRCM and local regulatory requirements, including implementing activities to close and compliance gaps.
• Identify and quantify new areas to transition to site, including preparing the business case, analysing resource requirements and preparing work-plans
• Lead Projects to incubate of new capability and manage transitions to the site, including GBS and hosted services.
• Act as local manager for small groups with no local manager and guide them with local policies, site communications and engagement activities.

Manage talent management local projects, including but not limited to:
• Building Culture, Rewards & Recognition, Employee Experience, Career Development, Employer Branding, Campus & Interns, Recruitment Channel strategy & management

Support and value driver:
• Support external benchmarking for all local functions, including service related standard processes and
• Manage local site strategy project execution
• Share and implement global standard methodologies between centers.

Required Skills:
• Min a graduate with a master's or bachelor's degree, preferred
• Should have 10+ years of overall experience, min 5+ years of relevant experience leading Projects with high level Stakeholders in Service Management & Service Delivery.
• Project management qualification e.g. PMP, Agile or ITIL preferred.
• Programme management qualification, e.g. MSP
• Management experience in large multi-national organization
• Experience working in a global organization with matrixed team structures
• Solid track record to work cross-functionally on a multi-region/global scale to deliver programme and projects.
• Experience of building a team and crafting a culture of continuous improvement
• Strong Influencing and Inter-personal skills. Proficient in English.

Nice to have:
• Great team builder that leads through example and a hands-on engagement style
• Detailed and accurate, able to manage a team to metrics, targets and KPI's.
• Experience in Global Business Services service delivery and service management preferred.
• Travel: up to 25%

Competencies:
• Smith+Nephew business and market knowledge (e.g. business objectives, commercial drivers and environment within healthcare/medical devices industry)
• Deep understanding of SSC and GBS Methodology and ways of working, including but not limited to Migrations, service delivery model, Service Management and Talent Management>
• Understanding of project delivery lifecycle, governance design and project methodologies (Waterfall, Agile, Scrum)
• Ability to analyze financial data, draw sound conclusions and propose solutions
• Ability to analyze and resolve operational and process issues through liaison with collaborators
• Ability to propose solutions within the context of the business by applying technical knowledge to evaluate the associated risks and implications
• Customer first approach to anticipate and deliver customer needs and expectations
• Ability to identify technical and/or operational problems and resolves by implementing innovative, customer focused solutions
• Ability to interact with colleagues and collaborators across the Finance Operations team and the wider business
• Strong oral and written communication skills to present financial data and information clearly and concisely to all levels of the business
• Efficiency in a variety of formal presentation settings e.g. one to ones, peers, senior management, peers, direct reports, collaborators in the business, small and large groups etc.
• Ability to guide, influence and persuade others by adopting a challenging but diplomatic style
• Works well under pressure and in a deadline orientated environment – is a role model for others
• Applies effective questioning, communication and influencing skills to share insights, commit partners to action and promote a culture of continuous improvement
• Accepts challenge and efficiently manages conflict in high pressure situations
• Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, ****** orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation