Service Delivery Manager

  • Company:
    Bank of America
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 weeks ago
  • Category:

Skill: change management , service delivery manager , capacity management , delivery , project management , mitigation , infrastructure; Exp: 15-20 years; Service Delivery Manager Gurugram, India Job number 18062684 Job Description Overview Bank of America is one of the world’s largest financial institutions, serving individual consumers, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. Bank of America Merrill Lynch is the marketing name for its international businesses and is a long-established participant in Asia Pacific with a presence since 1947. With 23 offices in 12 geographies, covering over nine currencies, more than a dozen languages and five time zones, the company offers an integrated and comprehensive set of products and services across Global Corporate & Investment Banking, Global Markets and Wealth Management, serving the needs of individual, corporate, institutional and government clients, combining the best of local knowledge and global expertise. Global Migrations and Project management is responsible for providing project management support to business functions moving from onshore LOB locations to GDCE governed centers including BA Continuum sites or functions moving within GDCE centers and providing Enterprise level Project Management. Job Description (Overview of the Role) Individual will be required to perform few or all of the below mentioned activities by working with multiple stakeholders within and outside GDCE to ensure optimal utilization of physical infrastructure and Portfolio assessment of the current state, pre and post opportunity/additions to GDCE. Responsibilities Capacity Management Draft and maintains policy, standards and procedures for capacity management Determine the availability requirements and capacity demands for new and existing services to minimize management challenges Optimal utilization of physical infrastructure of BACI Measure the performance and utilization of resources Map and update the requirements based on inputs received from Delivery and growth forecast Predict and report the exceptions(under and over utilization) Provide detailed system reporting to users and technical groups to highlight availability against agreed targets Timely escalation of issues and advise remediation/mitigation plan Portfolio Management Defining the model/guidelines for GDCE Portfolio Management Develop operating plan/roadmap to implement Portfolio management within GDCE/BACI Work closely with various GDCE Delivery and Risk partners in reviewing the existing portfolio and new opportunities against the design Design and share timely reports for GDCE management review of portfolio assessment outcome Execution, monitoring and reporting of devised operating plan. Assist and drive Portfolio Governance and report exceptions, if any. Manages End to End Change Manages change in compliance with the Global Change Policy to reduce risk and enable achievement of desired business outcomes Demonstrates adherence to Global Change Policy and enterprise and line of business governance to own and execute business outcomes that meet strategic, operational, and financial objectives Aligns efforts to focus on achieving tangible business outcomes Identifies, involves, and mobilizes the right people across teams, units, functions and/or organizations Plans, monitors, controls, and drives consistent activities to complete each of the required end-to-end Manages Risk Manages risks while ensuring optimal value and outcomes are achieved. Creates a risk culture by holding self and others accountable for managing risk in daily business activities Explicitly and visibly manages risk and reward tradeoffs when making business decisions Proactively identifies and escalates concerns/issues with a sense of urgency Promotes an environment where risks are openly discussed and debated Follows the proper risk disciplines to deliver the best outcomes for our customers, clients and shareholders and to protect our companys reputation Demonstrates a bias for action and a commitment to achieving sustainable results. Holds self and others accountable for high performance standards Makes it easy to get work done Makes timely and fact-based decisions Builds partnerships and connects with others across the organization Asks for and values the input and suggestions of others Actively builds and sustains long-term relationships based on mutual trust Ensures the successful adoption Assesses the adoption risk associated with the change effort Identifies, develops and executes strategies and supporting tactics to engage and influence all stakeholders to make needed behavioral changes Influences decisions and outcomes through effective communications. Communicates effectively (both in writing and when speaking) using clear, concise and simple language Adjusts style and personalizes messages in order to best connect with others Is direct and straightforward when communicating Understands the companys overall strategy, how our businesses operate and how we succeed against competitors and generate profits. Understands the organizations overall strategies and how the business operates Understands what drives success in the business Demonstrates financial expertise and knowledge of the banks products and services and their value to customers/clients Transfers knowledge and expertise to others Effectively deals with ambiguity and adapts to changing circumstances. Anticipates next steps, even when provided with limited information Balances multiple, often changing, responsibilities and tasks Maintains productivity even when dealing with shifting business needs Proactively re-contracts with clients as situations change Conveys a confident and credible presence and convinces others to embrace a position or take a specific course of action. Presents his/her point of view in a way that enlists others’ support Anticipates potential issues upfront to effectively overcome resistance Establishes credibility and respect with customers/clients and team members Uses well researched facts to present a clear and compelling business case Requirements (Required Skills) High degree of efficiency in data interpretation and a penchant for research and analysis Good Communication and Change Management skills Strong risk management focus and rigor Ability to work in a cross-cultural environment with multiple stakeholders and ability to maintain good working relationships Good time-management skill and facilitation skills Logical reasoning ability and influencing skills Strong execution skills and ability to see projects through to closure within timelines Good business acumen/ ability to understand a domain/ process quickly basis high level discussions with LOB representatives Educational qualification and experience Knowledge of JMP and Visio/ ARIS desirable, but not mandatory. Graduate with overall experience of 15 to 20 years and relevant experience of 8-10 years Location GGN Education any graduate Shift timings 1130 a.m. to 830 p.m. Posting Date 25/10/2018 Location SECTOR 21 DUNDAHERA – TOWER – A, BUILDING – 8 – India Full / Part-time Full time Hours Per Week 45

Project Leader/ Project Manager


Experience: 15-20

Function: IT Software : Software Products & Services