Service Delivery Manager

International Apply for Role

Job ID 2000010O Primary Location XZ Business Unit The Adecco Group Corporate Department Sales and Business Development

The Adecco Group is the world's leading HR solutions company. We believe in making the future work for everyone, and every day empower 3.5 million careers. We inspire, skill, develop and hire in 60 countries, enabling individuals and organizations to embrace the future of work. As a Fortune Global 500 company, we lead by example, creating shared value that meets social needs while driving business innovation. Our culture of inclusivity, fairness and teamwork empowers individuals and organisations, fuels economies, and builds better societies. These values resonate with our employees, who have voted us a Great Place to Work® - World's Best Workplaces for the past four consecutive years.

The Adecco Group is based in Zurich, Switzerland. Adecco Group AG is registered in Switzerland (ISIN: CH0012138605) and listed on the SIX Swiss Exchange (ADEN). The group is powered by eight lead brands : Adecco, Modis, Badenoch + Clark, Spring Professional, Lee Hecht Harrison, Pontoon, Adia and General Assembly. General Assembly.

Location:

Europe / US - Ideally within convenient access to international travel hub

Reporting To:

Service Delivery Director

Target Start Date:

01 January 2021

Summary

The successful delivery of our global L80 accounts is of vital importance in ensuring local country delivery teams have the tools, processes and support needed to be as efficient and productive as possible. Global Service Managers play a pivotal role in this by providing key links between the demands of our clients and the delivery needs of our local teams and translating them into best practice operations delivery processes.

Our success is derived from building strong partnerships with global clients and TAG colleagues around the world to support all aspects of the delivery management cycle which will determine the overall success of the account, the continued sales and profitability.

To support our team vision, we are looking for several experienced, energetic and motivated Service Delivery Managers to join the team and become an integral part of a growing and dynamic team.

Mission

The objective of the Service Delivery Manager is to support implementation of contracts and orchestration of service delivery, in collaboration with countries and dedicated Global Account Directors (GAD’s) for our Top 80 clients representing €4.5B of revenue.

Working in close collaboration with the Service Delivery Director and GAD’s you will be part of an industry cluster focused team of Service Delivery Managers. Main priorities will be:

Operational performance set-up and management – candidate attraction, placement, fill rates, absence, attrition and other client focused metrics
Associate and client productivity & experience - NPS improvement, operational satisfaction
Operational Efficiency – best practice development and sharing, delivery support and reporting
Total Cost of Ownership / best practice sharing and efficient improvements
Data analytics reporting and analysis
Innovation & Technology development and deployment
Creation of newsletters and account highlight reports to help drive true delivery collaboration across the countries

Responsibilities

Work in conjunction with the country delivery teams to maximise revenue, profitability and client satisfaction for select Diamond and Gold clients, prioritised accordingly.
Service Delivery Manager will be the SPOC for the client for all matters related to service commitments
Work with the client and country teams to define a Target Operating Model for the client together with KPIs and action plans in case of issues.
Define best practices together with the local teams, the broader Adecco organisation and client to deliver the TOM and scale these best practices across the countries where Adecco is engaged with the client
Work with the client and Adecco’s country delivery teams to optimise the operation according to clear analytics and lean principles to drive both efficiency and %GM
The role will be measured based on client satisfaction, revenue growth, %GM, market share and client KPIs

Qualification

1-2 years’ experience in a program management or operational delivery role
Experience building and nurturing client relationships
Proven data driven mindset with strong analytics and problem-solving skills
Experience working in an international context within a large organisation is desirable
Advanced level of English language – written and oral
Additional languages are an asset, especially French, German, Italian or Spanish
Travel Requirement 20-40%

This job advert is posted by Adecco Group AG with

Posting date: 09-11-2020

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Get to Know Us

We don't tick boxes – we think outside them. At the Adecco Group, we lead the way in enabling organisations to adapt to a changing world of work and ensuring the future employability of people. Our purpose of making the future work for everyone, means we prioritise putting people first, providing autonomy and support to enhance productivity and growth. Every year, our 50,000+ employees worldwide enable millions of people to succeed in the world of work. We upskill and reskill more than half a million people annually, enhancing employability and accelerating careers.

Diversity & Inclusion at The Adecco Group

We are committed to making the future work for everyone. As a people business focused on providing talent solutions and advisory services, we envision a world in which everyone has the chance to participate in the world of work. Our aim is to acknowledge and appreciate diverse perspectives, encouraging inclusive decision-making processes that value each colleague's contributions, skills, experience, and potential. We work actively to create the conditions that support a culture and work environment of belonging, trust, and participation. Our approach to diversity and inclusion is built around several pillars that underpin our work, including structural and conscious inclusion, leadership, and accountability.

Culture

Our "people first" approach means prioritising the wellbeing of our colleagues, always. Employee wellbeing has never been more important, and we continuously work to improve how we support our people to be holistically happy and healthy, no matter what the current climate.

"We aspire to become a benchmark as a top-class employer, by fostering a respectful, inclusive, and healthy environment for all." - Sarah Cheyne - Group VP Talent Experience, Inclusion and People Analytics

Learn more about The Adecco Group

The Adecco Group is the world's leading talent advisory and solutions company. Our powerful purpose is to make the future work for everyone. We build and incubate capabilities in areas where persistent skills shortages exist and connect that talent to organisations to power their success. Our core operations are split into 3 distinct Global Business Units (GBU’s) – Adecco, Akkodis and LHH. With these services we help individuals fulfil and exceed their potential, building employability and connecting people with opportunities.. At the Adecco Group, everyone has a voice and there are extensive opportunities to satisfy your curiosity, share your skills, and take your career in any direction.

Success profile

Are we the right fit for each other? Have a look at the traits we're looking for. (1 Beginner – 10 Expert)

Putting people first - be that your colleagues, clients or customers

10
Always willing to develop self and learn; you are curious and support a culture of continuous learning in order to evolve professionally

8
Seeks to empower others and collaborate with a collective spirit

10
Engages and connects with others in a meaningful and respectful way to achieve common goals

9
Initiates activities and decision making; perseveres with courage and energy to drive results

8

Traits are on a scale of 0 to 10

Rewards

Flexibility to work in the way that makes you most productive

Autonomy to make insightful and informed decisions

Meaningful work that makes a difference to peoples lives

Continuous learning through our TAG U Academy, mentoring, and career paths that are diverse and dynamic

Specific local benefits and rewards tailored to each country (holiday allowances, health care and more).

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