Service Delivery Manager

vor 6 Monaten

Basel, Schweiz Zifo RnD Solutions Vollzeit

THIS ROLE IS FOR CANDIDATES WHO ARE FLUENT IN BOTH ENGLISH & GERMAN

Scope

Reporting to the Head of Service Delivery Management of his/her cluster, the Delivery Manager (DM) is to take a dual responsibility for the leading and delivery of customer-based projects and be accountable for the service delivery activities of a set of pre-defined customers and/or portfolio of activities for a particular customer. This latter responsibility encompasses Customer Satisfaction, Project Governance and Project Accounting. These responsibilities will be further outlined below.

**Responsibilities**:
Project Engagement

Contribute to customer engagements with a billable role. Ensure that the role for Service Delivery Manager is included as part of the billable roles for the engagement.

Support, Coach and Mentor the engagement lead (PM or Other) on areas of project delivery, governance management where necessary.

Project Governance

Define the KPI’s with the engagement project manager and customer to ensure that progress can be measured and share this with the customer. Communicate any KPI’s/Metrics define to the project team, including how the customer will measure success.

Put in place a feedback mechanism to capture customer satisfaction/dissatisfaction, sharing the feedback with the involved Zifo team.

Create a clear communication plan with the customer, including Status & Governance meetings and escalation processes.

Create a clear Role & Responsibilities matrix to clearly define these within the project structure.

Project Resources

Ensure that appropriate resourcing is in place for the delivery of the project. Align requirements with the Solutions Team manager. Ensure that the capabilities of the resources match those proposed to the customer as part of the Statement of Work.

Ensure the delivery from remote team is maximised. Be mindful of the local/remote resource mix, ensuring that the mix of resources align to the strategic need of Zifo.

Ensure that the team allocated works as a team and not only as individuals.

Support and coach PM or engagement lead

Resolve any resource conflicts or performance issues that arise during the lifecycle of the engagement.

Ensure that resources allocated to an engagement are fully utilized and that their time is billable towards the customer.

Where there are barriers to work address them directly; escalate to CSM or Functional Head to ensure we either achieve the revenue or reallocate people.

Anticipate / prevent / solve deviation between planned effort and actual effort for future periods. Discuss with the PM or engagement lead on tactics to prevent under-utilization.

Ensure that the People Allocation system is fully up to date with allocated resources defined - this should include both in-flight and pipeline projects.

Keep the Utilization forecast up to date for on-going plus 2 months for in-flight projects, including the local v remote ratio value.

Project Accounting

Be accountable for the setting up of the Project Accounting in the Zifo systems, ensuring that a Billing & Invoicing entity is available, Project framework is in place and Effort tracking activities are set for time management.

Monitor and update the Legal Entity splits as project team adjust across the project lifecycle.

Monitor the budget of the project and report this to the customer, monitor the current status and predict future spend to provide early warning of over or under spend on the customer budget.

Ensure that all time is properly recorded in the time tracking system. Any missing time is quickly resolved and any disputes on billable / non-billable time are mitigated.

Ensure that all time recorded on a Time & Material project is invoiced to the customer.

Review time tracked and make reasonable assessment of the time recorded to round time to the agreed billing rules as set out in the SoW or to a reasonable minimum level. Assess the non-billable time recorded on a project and requalify this as seem fit.

Make sure that billing is done on time according to the financial internal processes. Ensuring that any billing advice, billing approval are provided to / received from the customer depending on their requirements.

Manage any invoice anomalies from the Customer or as indicated from the Invoice team.

Internal Tasks

Contribute to people performance evaluations by reporting performance appraisals to consultants’ line managers

Continuous Service Improvements, identify and lead initiatives to improve Zifo’s delivery process and enhance the Zifo culture.

Customer Management

Work collaboratively with the CSM on a customer account. Provide support in pre-sales activities, review SoWs and monitor the Project pipeline to anticipate future demand.

Customer sensing can be a shared collaboration with the CSM, define schedules for feedback and share, identify weaknesses, celebrate success and involve the customer.

Where new opportunities present themselves during customer interaction

  • Service Delivery Manager

    vor 2 Monaten

    Basel, Schweiz ARCONDIS AG GmbH Vollzeit

    Arcondis is a global consulting company with an exclusive focus on the healthcare and life science industries. Headquartered in Basel, Switzerland, the company has a global footprint with offices in North America, APAC and across Europe. We have been managing challenges and solving problems for our clients in compliance, business processes, information...

  • Service Delivery Manager

    vor 7 Monaten

    Basel, Schweiz NTT Vollzeit

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Transformational Project Delivery Manager

    vor 4 Wochen

    Basel, Basel-Stadt, Schweiz Mace Vollzeit

    About MaceMace is a global consultancy that redefines the boundaries of ambition. Our purpose is to create responsible places that bring transformative impact to our people, communities, and societies across the globe.We believe in harnessing our unique combination of leading-edge practical expertise and project delivery consultancy to unlock the potential...

  • Process Commissioning and Qualification Expert

    vor 2 Wochen

    Basel, Basel-Stadt, Schweiz Project Delivery Partners Vollzeit

    About Project Delivery PartnersWe are a leading project delivery partner, providing expert services to clients across various industries.

  • Senior Commissioning Manager

    vor 4 Wochen

    Basel, Basel-Stadt, Schweiz Project Delivery Partners Vollzeit

    About the RoleWe are seeking a highly skilled Senior Commissioning Manager to join our team at Project Delivery Partners. As a key member of our commissioning team, you will be responsible for overseeing the commissioning and qualification of fill finish and process support equipment.Job DescriptionAs a Senior Commissioning Manager, you will:Develop and...

  • Service Delivery Manager

    vor 2 Monaten

    Basel, Schweiz F. Hoffmann-La Roche Gruppe Vollzeit

    Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche,...

  • Project Delivery Manager

    vor 4 Wochen

    Basel, Basel-Stadt, Schweiz Mace Vollzeit

    Mace is a leading global consultancy that redefines the boundaries of ambition. We believe in creating responsible places that bring transformative impact to our people, communities, and societies worldwide.Our consult business harnesses a unique combination of practical expertise and project delivery consultancy to unlock potential in every project.We...

  • Aftermarket Sales

    vor 7 Monaten

    Basel, Schweiz Jet Aviation Vollzeit

    In the individual position as an Aftermarket Sales & Services Manager you will be responsible to successfully manage projects and deliver outstanding support to our worldwide based customers on aircraft parts and MRO services. You will be accountable to manage a portfolio of customers ranging from private entities to governmental organizations managing the...

  • Aftermarket Sales and Services Manager

    vor 2 Monaten

    Basel, Schweiz Jet Aviation AG Vollzeit

    **Aftermarket Sales and Services Manager**: - Location: Basel, CH- Flexible Work Arrangement: Hybrid- Job Category: Sales- Career Level: Professional- Requisition Id: 3107**Position Summary**: Embark on an exceptional journey with Jet Aviation as Aftermarket Sales and Services Manager. For our team in Basel at the Euro Airport, we are looking for a dynamic...

  • Manager Quick Turn Services

    vor 6 Monaten

    Basel, Schweiz SR Technics Vollzeit

    In this position you will report to the Vice President Engine Operations. Your tasks - Assure safety and quality requirements of workmanship in accordance with all applicable SRT and authorities’ rules and regulations at all times - Drive performance culture through periodic target setting and regular structured follow-up - Ensure mandatory and necessary...

  • Global Enterprise Implementation

    vor 7 Monaten

    Basel, Schweiz Straumann Group Vollzeit

    **Job Purpose** The Global Enterprise Implementation & Service Manager is responsible for defining and operationalizing the implementation and service blueprints pertaining to end-to-end enterprise solutions, particularly along esthetic pathways. The role holder plays a major part in bringing to life the outstanding level of customer centricity Straumann...

  • Technical Project Manager

    vor 1 Monat

    Basel, Schweiz IT Industrial Company Vollzeit

    At IT Industrial Company (Contractor), in Basileia, SwitzerlandExpires at: 2025-06-19Remote policy: Full remoteRole Description Skills:As a Service Delivery Expert - Project Manager, you will be responsible for overseeing the delivery of services to clients or internal stakeholders while also managing specific projects aimed at improving service quality, and...

  • Service Manager/in Senior

    vor 1 Monat

    Basel, Basel-Stadt, Schweiz Kanton Basel-Stadt Vollzeit

    DienstleistungsmanagementAls Service Manager/in im Finanzdepartement von Kanton Basel-Stadt verantworten Sie die Gesamtleitung des Serviceportfolios. Dies umfasst die Definition und Ausgestaltung neuer oder sich ändernder Services sowie deren Eingliederung in ein kantonal übergreifendes Serviceportfolio.Strategische WeiterentwicklungDer/die Service...

  • Dedicated Restaurant Manager for Exemplary Service

    vor 1 Monat

    Basel, Basel-Stadt, Schweiz Viking Vollzeit

    Restaurant Manager OpportunityViking, a renowned premium brand hospitality provider, is seeking an exceptional Restaurant Manager to lead our culinary team on board.As a Restaurant Manager with Viking, you will be responsible for ensuring seamless and exceptional food and beverage operations, maintaining high standards of quality, productivity, and guest...

  • Senior Culinary Operations Manager

    vor 4 Wochen

    Basel, Basel-Stadt, Schweiz Viking Vollzeit

    Role OverviewThe Senior Culinary Operations Manager is responsible for overseeing the efficient operations of all food production areas on our Ocean vessels. This includes consistently analyzing food production quality and cost, managing budgets, and monitoring time management.This role reports directly to the Hotel General Manager and requires collaboration...

  • Delivery Fahrer

    vor 7 Monaten

    Basel, Schweiz BURGER KING Vollzeit

    Als Home Delivery Scooter Driver repräsentierst du die Marke BURGER KING® ausserhalb des Restaurants. Du übernimmst die Verantwortung, dass die Bestellung in der gewohnten BURGER KING® Qualität pünktlich geliefert werden. Ein Elektroroller steht Dir während Deiner Arbeitszeit zur Verfügung. Für die Aufgabe als Fahrer benötigst Du gute geographische...

  • Cloud Operations Manager

    vor 7 Monaten

    Basel, Schweiz ABB Vollzeit

    **Cloud Operations Manager**: **Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are...

  • Project Controls Manager

    vor 1 Monat

    Basel, Basel-Stadt, Schweiz Mace Vollzeit

    About the Role:Mace is seeking a highly skilled Project Controls Manager to join its team. As a key member of the project delivery team, you will be responsible for managing and coordinating project controls services to support designated projects within the PMO and planning centre of excellence.

  • Project Manager

    vor 6 Monaten

    Basel, Schweiz Ascom Vollzeit

    Are you a driven Project Manager looking to make a real impact in the healthcare industry? Join Ascom, a global leader in Healthcare ICT and mobile workflow solutions. With 160 years of history, our innovative technology supports over 12,000 hospitals worldwide, handling more than 800 million alerts annually. At Ascom, we believe in positively impacting...

  • Manager Customer Service

    vor 6 Monaten

    Basel, Schweiz Jet Aviation Vollzeit

    Manage, define and direct the customer service with disciplinary authority for a team of 5 customer representatives in Basel. **Main Responsibilities**: - To manage and develop the customer service department and Flight OPS support for the operational requirements of JBSL Organization. - first line customer experience - greet customers upon aircraft...