Service Delivery Lead

☞ British Council

View: 101

Update day: 25-04-2024

Location: Noida Uttar Pradesh

Category: Arts / Design

Industry: Nonprofit NGO

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Job content

Date:05-Oct-2021

Location: Noida, South Asia, IN

Company:British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Job Title: Service Delivery Lead – Shared Services

Purpose of job:

The British Council is reviewing its Shared services strategy to increase its use for better efficiency and standardisation. It is expected that the current shared services headcount of 750+ resources will grow across multiple global geographies/ business lines and could touch the range of 1000+ by end of FY 21-22. It will also be expected that the Shared Services will further develop capabilities such as analytics, Robotics Process Automation and transformation through Centre of Excellence adding to efficiency, showcase stories and moving up the value chain. This will also mean more value-added services being transitioned to the shared services.
The role holder will report to the Site Lead (Director Shared Services and Managing Director BCMS) and will be responsible for ensuring robust service delivery from the SSC. It also expected that the individual works closely with the Managing Director in steering the organisation towards being the best in class/benchmarked services with the Global in-house centres of the industry, creating customer centricity and preferentiality.

Main opportunities/challenges for this role
Accountabilities, responsibilities and main duties:
This role is the second highest authority in the SSC. The position holder shall lead the initaitves and work closely with the Managing Director in creating a transparent and agile organisation and for making top-level managerial decisions for SSC.
The deliverables of the role will be aligned to changing requirements from the business as well as strategic goals of SSC.
Some of the key opportunities and priorities include:
  • Proactively adapt and drive the change which keeps SSC agile and transparent.
  • Creating a deep focus on customer centricity in everything we do.
  • Further embedding values and behaviours in the organisation (SSC).
  • Understanding staff needs and helping them in their career development.
  • Establish processes, policies and practices in line the corporate guidelines.

Main accountabilities

  • Provide overall leadership for service delivery under the direction of Shared Service Centre Lead and Operations Director
  • Provides leadership and direction to delivery team and general management functions
  • Follow participative style of leadership, engage in cross-departmental networking and author forward-thinking service delivery plans
  • Identify and implement strategies to optimise costs, increase employee engagement, increase customer satisfaction and drive profitable growth.
  • Ensuring fulfilment of service level (SLA) obligations / overall completion of deliverables
  • Maintains dialogue with stakeholders and senior management to ensure that contractual and financial targets are met.
  • Responsible for the management of quality and service excellence in sphere of influence.
  • Responsible for high-level external/internal client satisfaction
  • Accountable for the integrity of key human resource processes including career development, salary review, resource approach and performance management.
  • Responsible for recruiting and ensuring the continuous development of the senior delivery team, including formal evaluation of direct reports.
  • Line manage delivery streams like Global Service Desk (IT/SAP), SSC communications team, innovation lab and estates. The reporting structure may continue to evolve as the Shared Services matures with time.
  • Shall bring transparency and controls in the environment to ensure SSC is always audit ready.
  • Responsible for developing SSC into be a data centric, metrics driven organisation.

Key relationships
Internal

  • Managing Director BCMS
  • Director Operations
  • BCMS board
  • CFO, COO and CPO – British Council
  • British Council Senior Leadership Team and Global Leadership Team
  • Business Units and Functional service owners
  • Shared Services staff
  • Internal Audit/ IGRM/ Compliance teams

External
  • NASSCOM
  • Suppliers
  • External certification bodies like BSI etc.
  • Statutory auditors
  • Government of India bodies like labour department etc

Role specific knowledge and experience
Minimum/essential

  • Experience in leading a small shared services centre or a back office.
  • Should have handled a setup with at least 500 resources
  • Extensive work experience across industry with leading MNCs managing operations and business KPIs.
  • Experience with global clients for setting up & managing shared service centers both in third party and global in-house environment.

Desirable

Director/ Sr. VP in a similar profile and in a similar industry.

Role specific skills (if any)

  • Understanding of business functions such as HR, finance, operations etc.
  • Demonstrable competency in strategic planning and business development i.e., designing and implementing business strategies and operational plans
  • Experience in establishing policies that promote company culture and vision
  • Experience in managing large operations
  • Experience in setting up strategic and tactical goals for performance and growth
  • Experience in writing reports to the CEO in all matters of importance
  • Experience in managing relationships with partners, suppliers, stakeholders and board members
  • Experience in establishing effective governance which brings transparency and compliance

Qualifications:

Master’s in Business Administration

Further Information
Pay Band – 9
Contract Type – Indefinite
Department/Country- General Management/ India - Noida
Closing Date (Time) – 20 Oct 21 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.


The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please emailaskhr@britishcouncil.org


Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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Deadline: 09-06-2024

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