This job was posted by https://www.kansasworks.com : For moreinformation, please see: https://www.kansasworks.com/jobs/12814687 ABOUTTHE ROLE

　　The Service Delivery Manager (SDM) will be dedicated to helping the HROOrganization improve their services processes, enhance employeeexperiences, and drive business growth. This role will be responsiblefor leading and implementing cross-functional initiatives to improveefficiency, workflows, and user experiences. The successful candidatewill possess strong analytical skills, excellent problem-solvingabilities, and a deep understanding of HCM processes.

　　Responsibilities:

　　HRO Standards and Business Processes

　　The SDM will embed design thinking principles to create solutions tomoderately complex issues across services to improve customer andemployee experience.

　　They will understand the HRO business, impacts of team roles, andmaintain up to date knowledge of industry best practices.

　　Create and maintain documentation of business processes, includingprocess maps, workflows, and standard operating procedures (SOPs).

　　The SDM provides regular performance reports and analysis tostakeholders, highlighting key metrics, achievements, and areas forimprovement. This enables data-driven decision-making, supportsstrategic planning, and ensures transparency in service delivery.

　　Continuous Improvement

　　The SDM focuses on continuous improvement and process optimization.

　　They identify opportunities for streamlining operations, implementingnew technologies, and enhancing service delivery methodologies, leadingto increased productivity and cost savings.

　　Quality Assurance

　　SDM plays a crucial role in maintaining service quality standards.

　　They monitor performance metrics, identify areas for improvement,implement quality control measures, and ensure that services meet orexceed client expectations.

　　Problem Resolution

　　When issues or challenges arise, the SDM steps in to resolve themeffectively.

　　They act as a problem solver, facilitating communication between teams,managing escalations, and implementing corrective actions, therebyminimizing disruptions to service delivery.

　　Cross-Functional Collaboration

　　The SDM collaborates with various departments and teams within theorganization.

　　The SDM works closely with sales, operations, and support teams to alignservice strategies, optimize processes, and foster a culture ofteamwork, resulting in improved organizational efficiency.

　　Influence stakeholders towards a common future outcome, explainingdifficult information

　　Service Review Meetings

　　The SDM participates in weekly and monthly service review meetings andmay participate in Quarterly Business Review Meetings with clients toreview performance, discuss key activities and current and/or upcomingkey initiatives.

　　Qualifications & Skills:

　　Bachelor\'s degree in business administration or a related field (orequivalent experience)

　　3+ years of experience in process improvement and mapping, business /functional requirements analysis - Able to look at the big picture,speculate and conceptualize outcomes and identify trends

　　Working knowledge of project management lifecycle and techniques

　　Proficiency with MS Visio or Lucid Chart, MS Excel, MS Word, MS Project,MS PowerPoint

　　Experience in HRMS/Payroll industry and/or UKG Pro products

　　Ability to analyze and critically evaluate gathered information toresolve conflicts, anticipate issues, reduce risk, and make prioritydecisions, while managing multiple projects and facilitating theactivities of dynamic workgroups.

　　Strong interpersonal and communication skills, with the ability to buildrapport and effectively interact with individuals at all levels.

　　Familiarity with HRO services preferred

　　Flexibility and adaptability to changing business priorities andcustomer needs.