MCD - ECU
Position Description
SDM - ECU - 15+ Years of Experience
1. Contract Service Provision Plan. As part of the overall Service Delivery Plan1
(owned by the Client Service Manager), produce and implement the Service Provision Plan.
This should include clearly documented Operational Level Agreements3 (OLAs),
backing up the Service Level Agreement (SLA), quality plan (see below) , service
continuity and disaster recovery plans9, pulling together the plans of the supporting
production units. Update on a regular basis to take account of change requests, contract extensions etc.
2. Contract Quality Plan. Assist the Client Service Manager in creating the Quality
Plan2 including all standards specified in the client contract and the Company required standards.
Monitor the achievement of the quality standards in all production units supporting the client contract (on-shore and offshore).
Notify the Client Service Manager immediately of any problems that may
impact the contract, and in such cases, work with the Production Manager to rectify the problem.
3. Contract Financial Plan. As part of the overall contract Financial Plan
(owned by the Client Service Manager), produce the Service Provision Cost Plan covering
the whole contract lifecycle. Base this on the cost figures contained in the bid
QMS (or new Pricing Support Tool). Also update on a regular basis to take
account of change requests, contract extensions etc.
4. Contract Financial Management. Ensure that the Client Service Manager
has an accurate picture of the service provision cost status. Maintain an accurate
record of “current status” and “forecast to go”, pulling together the costs of the supporting production units.
5.Contract Cost Reduction. Work with production managers
(PdM’s) to identify potential cost savings, to ensure that the contract profit
is maintained or improved, full or over cost recovery is achieved by the service line,
and that the service delivered is cost competitive.
6. Contract Reporting / Reviews. Provide the Client Service Manager with the
required inputs to the monthly Service Delivery Status Report4 (SDSR),
Financial Status Report5 (FSR) and Ledger Reconciliation Report - in accordance
with the applicable BMS standards and the required timetable.
This should include reporting of performance metrics16. Attend the company internal
monthly service contract review meeting with the Client Service Manager, and complete
any assigned actions. Organise service provision review meetings with production team(s)
when necessary (e.g. for incident / change reviews)inviting the Client Service Manager to attend.
7.Client Reporting / Reviews. Attend Client service contract review meetings with the
Client Service Manager when invited to discuss provisioning related topics
(e.g. changes to transaction volumes, services provided etc)
8. Client Relationship Management. Working closely with the Client Service Manager,
establish a close working relationship with the key user business process owner(s).
9. CVP / Quality of Service. Support the Client Service Manager in applying company
Client Value Proposition (CVP) to the way you manage the contract and interact with your client.
Adopt relevant CVP programmes, initiated by both the global
OS (eg the OS global service delivery model) and country businesses.
Seek ways to deliver and improve the high quality, value based services that the
client expects and ensure the prompt and effective handling of any service issues.
10. Client Satisfaction. Support the Client Service Manager and PdM’s in the conduct
and analysis of client and user satisfaction surveys. Work with the Client Service Manager
and PdM’s to analyse survey results and produce a service improvement plan8 to address
identified problems. Implement and monitor the progress of the service improvement plans.
11. Contract Service Innovation. Work with the Client Service Manager and PdM’s to identify
new / improved solutions to meet the client’s changing business requirements.
Ensure that the Client Service Manager is aware of new / improved services available from company,
as part of our globalisation / industrialisation programmes.
Help drive the periodic innovation workshops set up by the Client Service Manager with the client."
12. Business Growth. Work closely with the Client Service Manager to win new orders
ensuring that the service line solutions involved have been validated as the most appropriate,
up to date and innovative ones to meet the Client’s business requirement, are costed accurately,
are properly risk assessed and have the appropriate level of sign-off from service line management.
13. Contract Service Provision Management. Take lead responsibility
for the day to day delivery of the service to the client.
Ensure seamless delivery, where relevant aggregating component services:
· Across multiple service lines (BPO, AM and IM)
· From subcontractors
· From staff on client site, or T&M resources, not under the direct control of a PdM.
Work with the PdM’s to ensure that the delivery of services is reliable and meets the agreed
OLAs, change requests are processed promptly, transformation activities are undertaken to schedule,
incident are handled effectively with good client communications and that we are perceived to add value to the client’s business.
Ensure that all ITIL processes are carried out effectively - paying particular attention to those that:
· Are cross service line or cross service area.
· Directly impact the service to the Client, such as incident and change management.
Ensure that escalation processes are in place to react swiftly to critical issues and serious
operational events that might either damage your client’s business and / or company’s reputation in the marketplace.
Ensure any export management issues are managed in accordance with the local BMS standards."
14. Compliance with Quality, Security and Legislative Requirements.
For all relevant quality, security and legislative requirements:
· Monitor compliance in all production units supporting the client contract (on-shore and offshore)
· Pay particular attention to client data protection, and compliance with these from offshore production centres
· Also monitor adherence to requirements for equipment export licenses, where relevant
· In such cases, work with the Production Manager to rectify the problem."
15.Incident management. Ensure that an effective incident management process
is in place across all the production units supporting your contract, which:
· Meets the contract SLAs for incident management
· Is backed up by suitable OLAs with the production units
For major incidents, work with the service line incident management team and the
Client Service Manager to ensure that the impact on the services to your client are
precisely understood and communicated to the client, and the service restoration
plan takes account of your client’s business priorities."
16. Problem Management. Work with the PdM’s to identify and resolve problems with
the operation of their production unit which have been the cause of incidents / performance
issues affecting your client, or may do so in the future (for example if transaction volumes rise).
Where the problem is with a dedicated client system, propose changes via the
Client Service Manager to improve the client’s system to avoid incidents from happening in the future."
17.Change Management. Support the Client Service Manager in the generation / processing
of change requests, taking lead responsibility for the implementation of changes, in collaboration with the relevant PdM’s. In particular:
· Ensure that we meet SLAs / OLAs for the processing of change requests
· Ensure change request responses are thoroughly reviewed to ensure both the
appropriateness of the technical solution and the accuracy of the costing.
· Ensure that agreed changes are implemented in the required timescale, minimising any disruption to day to day service delivery.
· For large changes participate in the re-deployment gate review to ensure that the change will go live “right first time” and that the recommended checks have been completed successfully.
· Pay extra attention to changes that require collaboration across multiple production units / service lines."
18. Release management. Coordinate release management with the responsible PdM’s , ensuring that :
· A suitably detailed release plan is produced
· Clear communications are sent both to the client and within the production teams
· The release itself is carefully managed"
19. Service Asset and Configuration Management. Coordinate large configuration changes with the responsible PdM’s.
20. Capacity planning. Maintain overall capacity plan16 for the total client service, ensuring that this takes account of spikes and peak usage and is updated to take account of change requests.
21. Risk and continuity management. Produce and maintain IT Service Risk Register17 and perform continuity planning including creating and maintaining a Disaster recovery plan for the contracted service.
22. Client Information. Work with PdM’s to ensure that client information on internal service delivery support systems is up to date and accurate. This includes client configuration information on ITSM systems and client information held on real-time operational support systems.
23. Resource Management. Obtain commitment from the relevant PdM’s to provide the resources needed to deliver the contracted service from their production center, Where production resources report directly to you (eg staff on client site, or T&M resources, not under the direct control of a Production Unit Manager), ensure that the required number and quality of resources are assigned the contract. Ensure all assigned resources are given an appropriate induction to the contract, and where necessary, applicable training.
24. Staff / assets transferred to company as part of contract. Where a new contract involve
the transfer of staff and / or assets to company, support the Client Service Manager by taking
operational responsibility for ensuring that such transfers proceed smoothly.
Working with the relevant transition / HR / production managers ensure that:
· Continuity and quality of service is maintained throughout the transition period."
25. SLA / OLA Management / Service Penalties. Monitor, manage and report on the
achievement of the contract SLAs, and any cost penalties incurred as a result of SLA failures.
Ensure OLAs are clearly documented at the start of the contract, and are maintained and
updated at least annually and in line with contract changes. Monitor the achievement of the
OLAs by the service line(s) and take vigorous action if there is a risk that these will not be met.
26. Production metrics. Define and agree any contract specific production metrics15 and
ensure that these are gathered at appropriate points in the life of the contract.
Review standard service and contract specific metrics produced by all relevant production units.
Work with production manager to resolve if metrics reveal a problem with the production operation"
27. Transition Management. Work closely with the Transition Manager and the relevant
Production Managers to ensure that we meet our Service Delivery readiness milestones.
Participate in transition gate reviews.
28. Transformation Management. If the contract involves a major transformation,
beyond the scope of the initial Transition Phase, work closely with the Transformation Manager
and the relevant Production Managers to ensure that we meet our agreed milestones.
29. Authority matrix. Ensure that service line bid (including change request) and expenditure
sign off is in line with the prescribed OS levels of authority.
30. Blended delivery. Take responsibility for ensuring the effectiveness of blended delivery
(as well as service aggregation) for your contract.
Ensure we remain cost competitive by including and increasing blended delivery as part of any contract extension.
Adopt the OS “by design” guidelines for the percentage and “shape” of the offshore component of each service.
31. Subcontractor Management. For contract specific subcontractors,
support the Client Service Manager in monitoring subcontractors performance,
and coordinating their activities to provide an aggregated seamless service to the client.
32. Contract Team Communication. Work with the Client Service Manager to:
· Establish communications channels with everyone working in the contract delivery team
· Prepare regular communications.
Also provide feedback to the Client Service Manager on communication issues affecting the production teams supporting the contract.
Work Environment
24X7 Operations
Locations - Bangalore/Chennai
Willingness to work Late at Night to cover and connect US Leaders.
Skills:
- Incident Management
- Management Consulting
- RTAC (Remote Desktop)
