Senior Service Delivery Manager

Accountabilities

• Manage the Facilities Management contract(s) at an area level and oversee that all the required services are being delivered to specification (security, engineering maintenance, cleaning, catering, heating, lighting and Real Estate).
• Be responsible for preparing and agreeing the India GFM budget with Regional GFM Head, GFM Finance and GFM supplier, monitor spending and accruals.
• Liaising with GFM supplier organization, RD business partners, key internal stakeholders and external contacts to support the smooth delivery of area operations.
• Review the supplier delivery against the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for India region with the GFM supplier. Gather and collate area data on the KPIs and SLAs and communicate results to the relevant parties.
• Update and maintain the Syngenta Property Database Real Estate Tracker.
• Manage all Real Estate transactions within their portfolio.
• Monitor GFM supplier performance via the Service Delivery Managers and act as the first internal escalation point for the Area. Share industry best practice and opportunities across Area.
• Ensure that all the area activities meet all internal and external legal, HSE, Letter of Assurance, fiscal and compliance requirements and that all corporate standards are understood and implemented working with the HSE departments, functions and GFM supplier appropriately.
• Act as a key contact and escalation point with Syngenta business partners ensuring that latest Syngenta business and real estate strategy is implemented across the area where relevant to GFM organization.
• Accountable for delivering GFM related projects in time, cost and quality within the area.
• Review Supplier contract terms at regular intervals with Service Delivery Managers and Supplier counterparts and identify improvements and savings that can be made according to feedback on service provided. Incorporate learning into any freshly negotiated terms and agree any major additional service provision to the base contract following the correct change control procedure.
• Work with relevant subject matter experts to ensure that service delivery protocols for sites and equipment is in line with Syngenta and Legislative Requirements for the Legal Entities within the Area.
• Establish and maintain fit for purpose area organizations for efficient delivery of GFM goals including the management of the organizational budget and people.
• Support the delivery of Capital, Maintenance and Operational projects delivered in the area where applicable.
• Head the Area Leadership team for GFM and be a member of other related leadership teams where appropriate.
• Take responsibility for area morale and communications where required. Responsible for execution of client satisfaction surveys.
• Assume Legal responsibility for GFM area operations, where relevant, and ensure that Legal and Compliance accountability (e.g. ISO, SOX, LoA) is clear across the area for sites in scope.
• Support Internal Audit process for the relevant areas of responsibility.
• Drive operational excellence and productivity improvement across area in partnership with Functional Business Partners and GFM supplier.
• List any specific deliverables / projects within the role
• Contract management of GFM contract with key suppliers.
• Governance and Leadership of India GFM operations.
• Operational delivery of services on an area level.
• Delivery of GFM related projects in the area.
• Key local contact / facilitator with Syngenta / Third Party at an area level.
• Management of local Service Delivery team

Complexity :

• A high level of area stakeholder management- facilitating the relationship between the local Syngenta functions, key business partners, the suppliers and the Third Parties.
• Application and understanding of the internal and external regulatory requirements.
• A high level of change implementation will be required.
• A high degree of autonomy is expected due to geographical diversity of the organization

Qualifications

Essential :

• Experience of managing a diverse team across locations
• Comprehensive working knowledge of the contracts management in relation to the provision of services to the site, including the related service level agreements and key performance indicators.
• Good knowledge of Health & Safety requirements and how they can best be implemented
• Computer literate.
• Experience of managing 3rd party suppliers, including contract management and the operation of SLAs and KPIs.
• Experience of managing and setting budgets.
• Excellent communication skills, with both internal customers and external suppliers.
• Excellent leadership skills with an ability to manage a team and stakeholders.
• Able to plan and organize work to meet deadlines whilst maintaining some flexibility to manage changing demands.

Desirable :

• Experience of working in Site Services function.

Minimum education and critical knowledge required for the job

• Fluent in English and any additional language necessary to effectively manage in the area. Other languages are beneficial.
• Educated to a degree level standard or equivalent.
• Leadership experience and proven track records

Competencies :

• Client Service Focus : This is the ability to see life from the perspective of the client to deeply understand client motivation. Applies a service mind-set that is centered on developing, delivering and improving a service : Understanding all the components of a service, managing client expectations, challenging and engaging clients successfully.
• Creativity & Innovation : Generates and champions new ideas, approaches, and initiatives and creates an environment that nurtures and supports innovation. Leverages fresh perspectives, breakthrough ideas, and new paradigms to create value in the market. Encourages new ways of looking at problems, processes, or solutions.
• Lead and Manage Change : Challenges the status quo and champions new initiatives. Acts as a catalyst of change and stimulates others to change. Paves the way for needed changes. Manages implementation effectively.
• Self-Awareness : Reflects on their own activities, the impact they have on others, and the impact that others have on themselves. Proactively seeks feedback from others without being defensive. Shows openness to criticism and in talking about shortcomings. Admits mistakes and gains insights from experience. Demonstrates understanding of personal strengths, weaknesses, opportunities, and limits.
• Influence : Influences and motivates others, clearly communicates appropriate information on how associates can contribute to the goals of the organization and articulates a compelling position. Positions and explains ideas and proposals in ways that get support from others.

Skills Required

Client Service Management, Service Delivery Management, Contract Management, Facilities Management, Stakeholder Management