Reports to (role)

• Service Delivery Manager 2
• Head of Service Line
• Head of Global Shared Services

Purpose

Service Delivery Manager 1 oversees specialized functional support teams. The role involves managing service delivery, promoting customer satisfaction, implementing process improvements, and ensuring adherence to Service-Level Agreements (SLAs) and regulations. Additionally, the Service Delivery Manager 1 collaborates with various stakeholders to refine processes, and manage budgets, ensuring the overall efficiency and quality.

Accountabilities & Functional responsibilities

• Leads the transition of services within Global Shared Services (GSS), from design to the operational phase, with the assistance of the Transition Manager.
• Has full responsibility for service delivery and continuity.
• Independently establishes and manages SLAs with the client and conducts annual reviews of SLA performance.
• Establishes the appropriate governance for managing SLAs and service performance with all stakeholders in the absence of a Quality Manager.
• Identifies and prioritizes service improvements, proposes changes.
• Ensures that ICRC policies, standards, and procedures are updated and applied.
• Manages the service cost centre budget.
• Ensures all services are prepared for operation, recorded, and published within the Service Catalogue in the absence of a Service Catalogue Manager.
• Is responsible for maintaining the correctness and timeliness of all data within the Service Catalogue, taking charge in the absence of a Service Catalogue Manager.
• Manages the service catalogue and ensures it meets customer needs when no Service Catalogue Manager is present. Also manages the capacity required to deliver the services within the service catalogue without a Capacity Manager.

People management responsibilities

Yes

Scope & Impact

• Work location: Belgrade or Manila.
• Support coverage: worldwide.
• Overseeing at least 1 team of more than 5 employees
• Typically oversees in total up to 50 employees.

Relationships

• Internally, collaborates with cross-functional teams to optimize operational processes and enhance service quality.
• Externally, liaises with suppliers, organizations that support ICRC operations (e.g. logistics, technology, or other relevant services), humanitarian or international organizations.

Certifications / Education required

• Master’s degree or equivalent
• Proficient computer skills, including in-depth knowledge of Microsoft Office Suite (Outlook/Word/Excel/PowerPoint) and SharePoint.
• Excellent command (oral and written) in English. Fluency in a second language is an asset.
• Certification in Lean Six Sigma a strong asset.
• Certification in project management a strong asset.

Professional Experience required

• Typically, 10 to 12 years’ professional experience, including 6 years providing services in an international organization or company, ideally in a shared service environment.
• At least three years’ previous project management experience.
• Minimum three years’ team management and coordination experience.
• Experience in change management.
• Experience in managing critical clients’ issues and setting and negotiating expectations.
• Experience in establishing goals, key performance indicators and SLAs.
• Business analysis experience an asset.

Our Values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.