Scaled Services Delivery Manager, Information Technology by Google

February 22, 2024
Scaled Services Delivery Manager, Information Technology by Google

Job Description

About the job:

Technical support for a technology company is a big task. As the Corporate Operations Engineer within the IT Support Technician team, your mission is to enable the people and technology that keep Google running. Your team provides the front line user support for all of our internal tools and technologies. Beyond the day-to-day, the team will contribute to longer-term technical projects, process improvement and the documentation efforts that help make the Google magic happen.

As a Scaled Services Delivery Manager, you will play a critical role in driving and influencing the strategic direction of key internal-facing IT and technology services. You will help expand the suite of vendor-run services in India.

Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 6 years of experience in operations, supplier/vendor, or service delivery management (e.g., IT).
  • Experience in project or program management, setting up and executing projects and operational processes.

Preferred qualifications:

  • Experience developing and managing relationships with stakeholders at executive levels.
  • Ability to work in environments that have dynamic priorities, and are unstructured and undocumented.
  • Excellent problem-solving, critical thinking, communication and negotiation skills.

Responsibilities:

  • Serve as the primary point of contact for assigned services. Be responsible for day-to-day service success, by monitoring vendor work product using standardized metrics for quality, timeliness, volumes, cost, etc.
  • Partner with business owners, define new workflows, drive Request for Information (RFI)/Request for Proposal (RFP) in collaboration with cross-functional teams (e.g., procurement, vendor management office, and contingent workforce services).
  • Deliver business reviews with internal stakeholders, cross-functional team members, and external partners to achieve business goals. Drive key initiatives, maintain timely communications.
  • Drive service level agreement improvement plans, exchange feedback, and manage escalations. Support vendor in ongoing activities including best practices, resource planning, training and certification, quality reviews, and tools access.