Graduate Vacancy at British Council

Overview:

British Council is hiring an experienced Director of Service Management at their Noida location.

The complete details of this job are as follows:

Roles and Responsibilities:

Functional strategy & planning

• Develops and implements a comprehensive service management strategy that aligns with the company’s overall business objectives.
• Ensures demand and supply management of service delivery matches organisational needs.
• Maintains the service landscape, ensuring consistency across supplier services and interfaces.
• Oversees the planning and execution of service improvement initiatives, ensuring they exceed quality standards, timelines, and budget constraints.
• Monitors and evaluates market trends in service management to ensure the service landscape continues to evolve and aligns to market supply and business demand.

Organisational improvement

• Ensures the service integration framework between suppliers and business functions is fit for purpose whilst meeting the business needs.
• Drives improvements to the service management framework and optimising integration between suppliers and the business.
• Fosters a culture of continuous improvement, encouraging the service suppliers to embrace new ways of working.
• Maintains a close oversight of customer satisfaction to drive service improvement.
• Functional expertise and advisory excellence
• Leverages service expertise to offer guidance and solutions on complex service management issues.
• Acts as a consultant to the leadership team, providing insights on service management advancements and their potential impact on service delivery.
• Ensures compliance with industry standards and regulations in all service management processes.

Relationship & stakeholder management

• Builds and maintains strong relationships with key stakeholders, including clients, vendors, and internal teams.
• Communicates effectively with stakeholders at all levels, ensuring transparency and alignment on service improvement goals and progress.
• Resolves any conflicts or issues that arise, balancing the needs of different stakeholders.
• Commercial and financial management
• Oversees the department’s budget for 3rd party service management, developing the annual budget and financial plan, ensuring supplier payments are aligned to supplier obligations and delivery.
• Ensures the delivery of the contractual obligations and commitments of the suppliers and monitors the financial performance of the service supplier.
• Recommends and implements strategic decisions on the service landscape to optimise the cost-base for the organisation.
• Supports the tendering, procurement, and renewal of the 3rd party suppliers.

Leadership & management

• Ensures cultural alignment between service suppliers and British Council.
• Leads and manages the service management team, setting clear expectations and providing regular feedback.
• Develops the skills and capabilities of the team through coaching and mentoring.
• Fosters a positive and inclusive work environment that encourages collaboration and innovation

Role specific skills

• Digital Literacy: Proficiency in aligning business needs, technology and service management is crucial. This includes a strong understanding of processes, methodologies, and ways of working relevant to service management.
• Technical Expertise: A good understanding of service management contracts, contract management and supplier management.AI (Artificial Intelligence)
• Data Handling: Proficiency in maintaining dataflows between supplier, business, and senior stakeholders.
• Problem Solving: Ability to identify, analyse, and effectively solve problems in a service management context. This includes incident and problem management.
• Communication: Strong digital communication skills to ensure effective collaboration between different suppliers and the business.
• Strategic Planning: Ability to leverage digital tools for strategic planning and project management.

Role specific knowledge and experience

• Experience of operational service management experience in driving large multinational operations.
• Demonstrated experience in Service Integration and Operations including Service planning leadership and development.
  \emonstrated experience and ability to document service management requirement specifications for commercial and operational needs.
• Experience in managing large scale budgets.
• An in-depth understanding of the principles and practices of service management, including contract management, contract delivery and vendor management.
• Well-versed in strategic planning and operational execution within a global context.
• Proven experience in developing and implementing service management strategies that align with business objectives.
• A track record of effectively managing suppliers, timelines, and performance metrics to achieve operational targets.
• Demonstrated ability to lead diverse supplier organisations, mentor supplier staff, and foster an environment of collaboration and
  continuous improvement.
• In-depth knowledge of the service management, including familiarity with current industry trends, standards, and best practices.
• Experience in applying industry knowledge to keep the organization’s service management practices relevant and cutting edge
• Knowledge and experience in data handling, including using data analytics tools to generate insights and inform decision-making.
• Experience in developing and implementing service level agreements (SLAs) and key performance indicators (KPIs).

Desirable

• Previous experience in supplier and customer delivery organisations.
• Experience in service management tools and methodologies (e.g., ITIL, Prince, DevOps, ServiceNow)
• Domain expertise in managing and controlling operational risk management and service compliance.
• Knowledge of service management strategies and technologies.
• Experience in negotiating and managing contracts with technology vendors and service providers.
• A track record of making data-driven decisions to improve service delivery, demonstrating their ability to use digital tools effectively.

Language Requirements

• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required

Education:

• A Bachelor’s degree in a relevant field such as business and/or technology or equivalent experience

Desirable:

• An advanced degree such as a Master’s in Business Administration or Information Technology is advantageous field such as business, administration, or service management

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