Graduate Vacancy at British Council

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

Job Opportunity for Graduate at British Council

Neha Sharma | Feb 21, 2024 |

Graduate Vacancy at British Council

Graduate Vacancy at British Council


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).


  • 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


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


Disclaimer: The Recruitment Information provided above is for informational purposes only. The above Recruitment Information has been taken from the official site of the Organisation. We do not provide any Recruitment guarantee. Recruitment is to be done as per the official recruitment process of the company or organization posted the recruitment Vacancy. We don’t charge any fee for providing this Job Information. Neither the Author nor Studycafe and its Affiliates accepts any liabilities for any loss or damage of any kind arising out of any information in this article nor for any actions taken in reliance thereon..

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