Senior Manager, Delivery

Job description

**Job Track Description:** - Requires broad technical expertise and industry knowledge. - Accountable for functional, operational, and/or program management. - Assists others in achieving goals. - Manages performance appraisals and pay reviews. - Manages training for 3 or more employees. - Manages hiring and termination actions. **General Profile** - Provides leadership to managers and senior professional staff. - Adapts and executes functional or departmental business plans. - May contribute to the development of strategies. - Makes decisions based on resource availability and functional objectives. **Functional Knowledge** - Understands and applies concepts in the field of expertise. - Has basic knowledge of other disciplines. **Business Expertise** - Understands how to improve efficiency across related teams. **Impact** - Impacts results in the short-term, with potential long-term results. - Guided by functional business plans. **Leadership** - Sets priorities and allocates resources for related teams. - Proactively manages resources to meet department goals. **Problem Solving** - Resolves complex technical and operational problems. **Interpersonal Skills** - Uses clear communication skills to influence others, including senior leadership. **Responsibility Statements** - Participates in the definition of the business strategy with the clients and the upper managers. - Drives business unit performance to meet SLAs, adhere to business unit metrics, and accomplish account performance. - Drives innovation and efficiencies of business opportunities. - Applies process improvements and/or new systems. - Manages employee teams through coaching and developing, addressing people matters, and identifying development needs. - Manages the client relationship ensuring customer satisfaction. - Generates reports on performance measurement and KPIs to facilitate business decisions. - Responsible for business unit compliance with organizational policies and local regulations. - Responsible for the successful implementation and execution of the business continuity plan (BCP). - Performs other duties as assigned. - Complies with all policies and standards.