Job Description
The Service Delivery Manager at Google's gTech manages multiple vendor programs, serving as the primary contact internally and externally. Responsibilities include designing and launching new workflows, monitoring vendor performance using standardized metrics, driving SLA improvements, managing escalations, and supporting vendors in various activities. The role requires identifying opportunities to evolve workflows, ensuring efficient scaling, adequate process documentation, and robust reporting. The ideal candidate possesses 5+ years of experience in identifying process issues, creating solutions, working with cross-functional teams, and building client relationships, along with experience in operations and process excellence. Preferred qualifications include experience with global contact center support, project management, data analytics, and various process management systems (Kaizen, Six Sigma, Lean, etc.).
Good To Have:
- Experience with global contact center support
- Project management and data analytics skills
- Experience with Kaizen, Six Sigma, or Lean methodologies
- Excellent communication and presentation skills
Must Have:
- 5+ years experience in process improvement and solution creation
- 5+ years client-facing operational support
- 5+ years experience building stakeholder relationships
- Manage multiple vendor programs
- Design and launch new workflows
- Drive SLA improvements and manage escalations
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to motivate changes.
- 5 years of experience in a customer or client-facing role supporting operations.
- 5 years of experience in building relationships with stakeholders or clients.
- 5 years of experience in operations and process excellence.
Preferred qualifications:
- Experience in working with multiple cross-functional business teams and stakeholders to set up, stabilize, and scale new product operations.
- Experience in developing solutions and tools in partnership with business teams.
- Experience in operating contact center support globally.
- Experience in project management and execution with numbers and data analytics.
- Experience in risk, change management and process management systems (e.g., Kaizen, Six Sigma, Lean, etc.).
- Excellent communication skills, with the ability to present analysis and concepts to audiences.
About the job
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.To learn more about gTech, check out our .
Responsibilities
- Manage multiple vendor programs and serve as the primary point of contact internally and externally for assigned vendor engagements.
- Design and launch new workflows in partnership with business owners, motivating Request for Information/Request for Proposal (RFIs/RFPs) in collaboration with procurement teams and setting up experiments and long-term operations.
- Be responsible for day-to-day program success, by monitoring vendor work product using standardized metrics for quality timeliness, volumes, cost etc.
- Drive Service Level Agreement (SLA) improvement plans, exchange feedback and manage escalations. Support vendors in ongoing activities including resource planning, training and certification, quality reviewing and tools access.
- Identify opportunities to evolve workflows from idea to mature stage with most appropriate location strategy for scaling efficiently, adequate process documentation, SLA, quality frameworks and reporting etc.
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