Service Delivery Manager

3 days ago


Copenhagen, Copenhagen, Denmark NTT DATA Business Solutions Full time

Operations Management Position

NTT DATA Business Solutions is looking for an experienced Operations Manager to oversee the day-to-day management and operational efficiency of care4HR within the Nordic region. The successful candidate will play a crucial role in ensuring smooth operations, managing resources, and supporting continuous improvement initiatives.

  • Responsibilities:
  • Manage Day-to-Day Operations: Oversee care4HR's daily operations, including resource allocation and coordination.
  • Maintain Content & Processes: Update the internal care4HR SharePoint site, templates, procedures, customer overviews, and key client information.
  • Ensure Compliance & Documentation: Manage consultants' access to client instances and maintain relevant documentation.
  • Coordinate Graduate Onboarding: Educate and follow up with dispatchers (graduates) to manage ticket coordination.
  • Monitor SLAs & Report Progress: Establish SLA monitoring routines and clear reporting structures for consultant and customer follow-ups.
  • Optimize Consultant Workloads: Track consultant workloads, ensure fair ticket distribution, and adjust resource allocations as needed.
  • Set Up Clients & Conduct QA: Coordinate client setups and perform quality assurance on ticket content.
  • Transition Knowledge: Implement procedures for smooth transitions when onboarding new clients to care4HR.
  • Provide Service Management: Act as the primary Service Manager for selected customers and as an escalation point for operations related items.

Requirements

The ideal candidate will have proven experience in operations management, IT services, or a similar role. Strong organizational and time management skills are essential. Excellent written and verbal communication skills in English, with proficiency in another Nordic language being an advantage.



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