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Senior Manager - Service Delivery

Date:  08-Jun-2021
Country:  India
Function:  Information Technology
Sub-Function: 





 

About Us

Olam International is a leading food and agri-business supplying food, ingredients, feed and fibre to over 19,800 customers worldwide. Our value chain spans over 60 countries and includes farming, processing and distribution operations, as well as a sourcing network of 4.8 million farmers. Through our purpose to 'Re-imagine Global Agriculture and Food Systems', Olam aims to address the many challenges involved in meeting the needs of a growing global population, while achieving positive impact for farming communities, our planet and all our stakeholders. Headquartered and listed in Singapore, Olam currently ranks among the top 30 largest primary listed companies in terms of market capitalisation on SGX-ST.

Olam Information Services (OISL) is a captive subsidiary of Olam International, Singapore offering IT Services & Global Business Services across its operations in 65 countries in Asia, Africa, EU & Americas. In Chennai, we currently have onboard more than 1000 highly motivated employees. Olam Digital has received International Innovation Award 2019 for Best Services and Solutions.

Olam Global Business Services (OGBS) is a captive unit that offers End to End business process and analytics solutions. OGBS currently offers its solutions in 6 Platforms: Finance, Supply Chain, People services, Risk & Market Compliance, Big Data Analytics and Business Intelligence. At this moment, OGBS is located in City of Chennai, India and provides its services to over 20 countries. Olam GBS has received Best Shared Services in India Award – 2019, by Shared Services Forum and Asia’s No.1 Shared Services in Process Improvement and Value Creation, 2019 by Shared Services and Outsourcing Network Forum.

Job Summary

The IT Service Delivery Manager oversees the delivery of a high-quality service to end users, and ensures Service Support and Service Delivery processes are in place to meet business needs.  Additionally, the manager will undertake the overall responsibility for the development and delivery of new and/ or existing software products while working with the product managers, technical architecture, quality department and the development team. The role involves managing and leading highly skilled architects, team leaders and product developers to ensure timely delivery of products and related deliverables. The position is techno- managerial and will require strong exposure to technology and new tools.

Job Description

  • Manage Service Level Agreements/metrics as decided with the BU’s
  • Certify controls laid down by the business to ensure successful audit by client and external party.
  • Communicate with the users/customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer Monthly/ Quarterly Business reviews with the users.
  • Manage user/customer relationships through regular communication with super users/end users
  • Proactively identify opportunities for improvement in operational efficiency, usability, service level improvements.
  • Participate in management discussions (Governance discussion, Management forums).
  • Effective forward planning in terms of process delivery, people & user engagement.
  • Identify & Optimize key cost drivers.
  • Conduct regular business reviews with internal and external stakeholders.
  • Experience in interacting with global users in understanding and documenting business requirements is an add on.
  • Proven ability to act as a bridge between the business and technical team.
  • Commodity Trading domain expertise with CTRM implementation experience for large Agri / Softs commodity trading companies is an add on.

Profile Description

  • Graduate or Postgraduate in Computer Science or relevant discipline with a minimum of 13+ years of IT experience and a minimum of 5+ years of experience in an IT Service Delivery role.
  • Should have and passion for delivering high-quality service to end-users and focus on service improvement.
  • Should have managed agile projects and have practical skills for helping to guide and coach agile teams
  • The successful candidate should establish and measure the service quality and delivery processes.
  • Leadership skills together with excellent interpersonal, communication & organizational skills
  • Strong analytical skills and able to interpret information from numerous sources to prepare and present reports.
  • Detail-oriented and able to find focused solutions to business problems.
  • Business and Technology Acumen - Stays abreast of industry and technology trends to provide advice on strategic business and technology solutions.
  • Knowledge of CICD and DevOps processes using Bitbucket, Jenkins, Selenium is a value addition.
  • Knowledge of Micro Services architecture and with the following technology stack:  Azure cloud, Kubernetes, Sprig Boot, AJS 9, MS SQL is a value addition.
  • The role requires 20-30% travelling.
  • Fluent in English (speaking and writing);

Olam is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, nationality, disability, protected veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law.

Applicants are requested to complete all required steps in the application process including providing a resume/CV in order to be considered for open roles.

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