Service Delivery Manager
At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
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Location: Hong Kong
Reports to: General Manager Global Business Services
The Manager Service Delivery will play a key role in ensuring the GBS organization meets its objectives on time and on budget. Will work closely with the General Manager of GBS to develop a strategic vision for the Team and building on that vision including new ways of working, growing a Team and managing relationships with GBS customers and sites around the globe.
This role will also play a crucial part in ensuring resources are aligned to support the overall strategic direction of GBS and that high quality services are delivered. The role will also support the General Manager of GBS generate demand internally within CPA and its Subsidiaries for GBS services through superior quality and active outreach.
This role will assist in driving responsibility for shared services across functions with the intention of further increasing operational effectiveness, efficiency and responsiveness of these critical activities. The position requires coordination of critical support functions for the organization including end to end processes (e.g. PPL, FIN, ENG).
The main purpose of this role is to continuously improve the effectiveness, efficiency and responsiveness of the critical services GBS provides to the business its supports.
Closing Date: 2022-08-18
Reports to: General Manager Global Business Services
The Manager Service Delivery will play a key role in ensuring the GBS organization meets its objectives on time and on budget. Will work closely with the General Manager of GBS to develop a strategic vision for the Team and building on that vision including new ways of working, growing a Team and managing relationships with GBS customers and sites around the globe.
This role will also play a crucial part in ensuring resources are aligned to support the overall strategic direction of GBS and that high quality services are delivered. The role will also support the General Manager of GBS generate demand internally within CPA and its Subsidiaries for GBS services through superior quality and active outreach.
This role will assist in driving responsibility for shared services across functions with the intention of further increasing operational effectiveness, efficiency and responsiveness of these critical activities. The position requires coordination of critical support functions for the organization including end to end processes (e.g. PPL, FIN, ENG).
The main purpose of this role is to continuously improve the effectiveness, efficiency and responsiveness of the critical services GBS provides to the business its supports.
Closing Date: 2022-08-18
Responsibilities
Project Methodology for leading Service Delivery activities
- Apply appropriate tools to support adoption and management of all service Delivery requirements for the GBS project and its customers
- Application of a structure methodology to meet requirements of the project PMO
- Contribution to the development of continuous improvement initiatives
- Ensure LEAN methodologies are applied where appropriate
- Services, Capabilities and Team
- Expand, enhance and manage Service Delivery with existing GBS operations
- Collaborate with key stakeholders to assist in the refinement of global processes by leveraging process improvement
- Collaborate with GBS Site Leads to create and operate a customer-centric continuous feedback loop, driving rapid iteration and continuous improvement upon best practices
- Support centralization and standardization of global processes whenever possible, leading a conversation around which end-to-end processes are targeted by GBS
- Ensure accountability by strengthening performance metrics to measure progress and determine the overall health of the GBS related initiatives
- Through the due diligence process manage the Team that’s collects and prepares all relevant details for the prospective transition including FTE requirements, SOP, Process Maps, KPI/Metrics and Intelligent Automation opportunities
- Identify appropriate costing information available relating to the specific transition
- Service Acceptance
- Define process improvement opportunities and related benefits
- Work with Project Team to ensure adequate change and communication steps are completed
- Assist with the development OLA and SLA requirements
- Input into Service Team Structure ensuring appropriate Job Descriptions are formulated accurately depicting roles and responsibilities
- Management of service acceptance and GBS readiness checklists for sign-off
Business Readiness
- Set and agree process and performance improvement targets and monitor through regular reporting
- Activate performance monitoring and reporting for customer care and feedback channels
- Minimize impacts of any disruptions during transition
- Development of Standard Operating Procedures including detailed process maps
Service Delivery
- Carry out regular customer reviews in line with GBS Service Delivery Governance requirements
- Assess Team performance against baseline and identify any retraining requirements
- Identify and document process issues and instigate appropriate remediation
- Review LEAN activities and ensure optimization is achieved
- Regularize performance review meetings
Project Reporting and Governance
- Provide Project manager weekly and monthly reporting as required
- Provide key inputs into the GBS SDC governance activities
- Ensure high levels of quality to Service Delivery related artefacts
- Collecting and analysing feedback data, provide input to insights and identify improvement opportunities
- Apply appropriate tools to support adoption and management of all service Delivery requirements for the GBS project and its customers
- Application of a structure methodology to meet requirements of the project PMO
- Contribution to the development of continuous improvement initiatives
- Ensure LEAN methodologies are applied where appropriate
- Services, Capabilities and Team
- Expand, enhance and manage Service Delivery with existing GBS operations
- Collaborate with key stakeholders to assist in the refinement of global processes by leveraging process improvement
- Collaborate with GBS Site Leads to create and operate a customer-centric continuous feedback loop, driving rapid iteration and continuous improvement upon best practices
- Support centralization and standardization of global processes whenever possible, leading a conversation around which end-to-end processes are targeted by GBS
- Ensure accountability by strengthening performance metrics to measure progress and determine the overall health of the GBS related initiatives
- Through the due diligence process manage the Team that’s collects and prepares all relevant details for the prospective transition including FTE requirements, SOP, Process Maps, KPI/Metrics and Intelligent Automation opportunities
- Identify appropriate costing information available relating to the specific transition
- Service Acceptance
- Define process improvement opportunities and related benefits
- Work with Project Team to ensure adequate change and communication steps are completed
- Assist with the development OLA and SLA requirements
- Input into Service Team Structure ensuring appropriate Job Descriptions are formulated accurately depicting roles and responsibilities
- Management of service acceptance and GBS readiness checklists for sign-off
Business Readiness
- Set and agree process and performance improvement targets and monitor through regular reporting
- Activate performance monitoring and reporting for customer care and feedback channels
- Minimize impacts of any disruptions during transition
- Development of Standard Operating Procedures including detailed process maps
Service Delivery
- Carry out regular customer reviews in line with GBS Service Delivery Governance requirements
- Assess Team performance against baseline and identify any retraining requirements
- Identify and document process issues and instigate appropriate remediation
- Review LEAN activities and ensure optimization is achieved
- Regularize performance review meetings
Project Reporting and Governance
- Provide Project manager weekly and monthly reporting as required
- Provide key inputs into the GBS SDC governance activities
- Ensure high levels of quality to Service Delivery related artefacts
- Collecting and analysing feedback data, provide input to insights and identify improvement opportunities
Requirements
- Bachelor degree or above. An MBA or a recognized professional credential e.g. Lean or Six Sigma preferable
- 10+ year’s management experience in large scale operations desirable
- Proven track record of delivering high quality services to internal stakeholders
- Experience in developing strategic plans in support of organisational goals
- Relationship-building and cross functional collaboration skills, as evidenced by a track record of having established strong, open internal and external partnerships characterized by mutual respect and focus on overall CPA success
- Demonstrated ability to contribute to a culture of excellence, integrity and accountability
- Exceptional all round communication skills
- Must be a Team player and have a collaborative approach
- Superior understanding of Project Management tools and project lifecycles
- Strong organisational and time management skills
- Sound level analytical skills
- Degree qualification in Business/IT/Project Management
- 10+ year’s management experience in large scale operations desirable
- Proven track record of delivering high quality services to internal stakeholders
- Experience in developing strategic plans in support of organisational goals
- Relationship-building and cross functional collaboration skills, as evidenced by a track record of having established strong, open internal and external partnerships characterized by mutual respect and focus on overall CPA success
- Demonstrated ability to contribute to a culture of excellence, integrity and accountability
- Exceptional all round communication skills
- Must be a Team player and have a collaborative approach
- Superior understanding of Project Management tools and project lifecycles
- Strong organisational and time management skills
- Sound level analytical skills
- Degree qualification in Business/IT/Project Management
Salary
Negotiable
Benefits
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Location
Validity
Expired