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Service Delivery Manager

Service Delivery Manager

2 Weeks ago • 5 Years + • Product Management • Operations

About the job

Summary

The Service Delivery Manager at Google's gTech Users and Products (gUP) will manage vendor programs, ensuring successful delivery and SLA adherence. Responsibilities include overseeing vendor performance, driving improvements, designing and optimizing operational workflows, streamlining processes for efficiency and customer satisfaction, and leading business reviews. The role requires collaboration with stakeholders to implement solutions and share best practices globally. A Bachelor's degree or equivalent experience and 5+ years of experience in various areas, including issue identification and solution creation, client-facing support, stakeholder relationship building, and operational excellence are required. Preferred qualifications include experience in developing solutions, project management, global contact center support, and knowledge of process management systems.

5 skills required for this role

Test your skills to join the top 1% applicants for this job

data-analytics

communication

resource-planning

cross-functional

lqa

Must have:

5+ years experience in process improvement and solution creation
5+ years client-facing operational support experience
5+ years stakeholder relationship building experience
5+ years experience in operations and process excellence
Manage vendor programs and ensure SLA adherence
Design, launch, and optimize operational workflows
Lead business reviews and drive key initiatives

Good to have:

Experience developing solutions and tools with business teams
Project management experience and data analytics skills
Global contact center support operations experience
Experience with Kaizen, Six Sigma, Lean methodologies
Experience scaling new product operations
Excellent communication and presentation skills

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Minimum qualifications:

Bachelor's degree or equivalent practical experience.
5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
5 years of experience in a customer or client-facing role supporting operations.
5 years of experience building relationships with stakeholders or clients.
5 years of experience in operations and process excellence.

Preferred qualifications:

Experience in developing solutions and tools in partnership with business teams.
Experience in project management and execution with a high-level of comfort with numbers and data analytics.
Experience running contact center support operations globally.
Experience in risk, change management, process management systems such as Kaizen, Six Sigma, Lean, etc.
Experience in working with multiple cross-functional business teams and stakeholders to set up, stabilize, and scale new product operations.
Excellent communication skills, with the ability to present analysis and complex concepts to multiple audiences.

About the job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our .

Responsibilities

Manage vendor programs, ensuring successful delivery and SLA adherence. Oversee vendor performance, drive improvements, and provide support in areas like resource planning, training, and quality review.
Design, launch, and optimize operational workflows in collaboration with stakeholders. Drive process improvements, implement pilot programs, and establish efficient scaling strategies.
Streamline and re-engineer processes to improve efficiency and customer satisfaction. Collaborate with stakeholders to implement solutions and share best practices globally.
Lead business reviews and meetings, drive key initiatives, and ensure clear action plans and ownership to achieve goals. Maintain timely communication and follow-up.

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About The Company

Google

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A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.