Service Excellence Manager

vor 2 Wochen

Genf GE, Schweiz The Global Fund Vollzeit

The Service Excellence Manager plays a pivotal role in ensuring the alignment of Solution Delivery team with the overall IT strategy and objectives of the Global Fund, and optimization the delivery of this unit. Reporting to the Head of Solution Delivery and Deputy CIO, this role oversees the activities of the Service Oversight Specialist, Delivery Management team, Lead Data Analyst, Architecture & Technical Services Team, and the Data Governance function. The primary objective is to ensure adherence of solutions and services within the parameters and guiding principles of solution design/ architecture, manage the data governance function, drive continuous improvement, process optimization, and automation across the IT organization.

The Service Excellence Manager is instrumental in identifying and implementing process optimization and automation opportunities to enhance efficiency and reduce manual efforts, working closely with the Service Oversight Specialist to achieve these goals.

Ensuring the delivery of high-quality IT services and solutions is a critical aspect of this role, with a focus on establishing and monitoring key performance indicators (KPIs). The Service Excellence Manager also provides project management services, ensuring outsourced project managers handle projects effectively and support key projects with high relevance and impact.

The Service Excellence Manager facilitates cross-functional collaboration among various architects/ technical teams to ensure comprehensive solutions, in collaboration with the Emerging Technologies and Enterprise & Architecture team, Service Delivery Team and the IT Service Center. They also play a key role in establishing and maintaining data governance practices by acting as chair of the Data Governance Council (DGC) as necessary, promoting compliance and data quality across the organization.

As a liaison between IT and business stakeholders for Focus Solutions and DGC, the Service Excellence Manager, under the supervision of the Head, Solution Delivery & Deputy CIO ensures effective communication and alignment of IT initiatives with business goals. They are accountable for budgeting and financial planning within the Service Excellence unit, ensuring efficient resource allocation and identifying cost-saving opportunities.

Leading and developing their team, the Service Excellence Manager fosters a collaborative and high-performance culture, ensuring continuous training and upskilling of the team. They also drive innovation initiatives within the IT organization, contributing to promote a culture of continuous improvement and adoption of new technologies.

As a member of the IT Leadership Team, the Service Excellence Manager translates the IT strategic vision into relevant implementation plans, establishes governance processes, provides regular updates to the Head of Solution Delivery and Deputy CIO, and collaborates with external partners as necessary to enhance efficiency and effectiveness.

Key Responsibilities

As the Service Excellence Manager, they will oversee and coordinate the activities of the Service Oversight Specialist, Delivery Management, Lead Data Analyst, Focus Solutions, Architecture & Technical Services Team, and the Data Governance functions, ensuring alignment of all sub-teams with the overall IT strategy and objectives of the Global Fund.

They will develop and implement strategies for continuous improvement, process optimization, and automation across the services delivered in the Solution Delivery Function.

A key responsibility of the Service Excellence Manager is to drive the identification and implementation of process optimization and automation opportunities to enhance efficiency and reduce manual efforts. They will work closely with the Service Oversight Specialist to develop an implementation roadmap for achieving efficiency and productivity outcomes specifically to those agreed for the IT Service Center.

The Service Excellence Manager will ensure the delivery of high-quality IT services and solutions by establishing and monitoring key performance indicators (KPIs).

Collaborate closely with the Business Partnering team and get necessary support from Service Delivery Team to support initial feasibility assessments and high-level planning/ estimations for potential new projects/ initiatives.

Collaborate with the Emerging technologies and enterprise architecture team to ensure alignment of solution proposals within EA guidelines and work with the team to plan and estimate scale up of solutions on new technologies.

Work closely with the Service Delivery team to ensure all necessary support to projects and support services are provided as necessary. Provide right advisory to drive continuous efficiencies and productivity gains especially on AMS as per the Service Center proposal.

In terms of project management, the Service Excellence Manager will oversee the Delivery Management team, ensuring that outsourced project managers

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