Service Delivery Manager

Great that you're thinking about a career with BSI!

About the role:

The British Standards Institution (BSI) is hiring a Service Delivery Manager who will be responsible for managing the service delivery of the global security team outsourced to one of BSI's largest tech clients (and other similar duties as may be assigned from time to time). This position is a senior consulting role (Principal) within BSI and would be responsible for the direct oversight and management of the client outsource team, stewarding the client relationship and managing the account within the BSI business practices and principles.

This role has the support of BSI functional and operational resources including an executive sponsor for the client management team.

The Service Delivery Manager will be based at the client site in Fremont, CA part of the week and split the rest of the week at the BSI San Jose office.

Service Delivery Manager Responsibilities:

• Lead and manage the global BSI Outsourced Consulting Team for this client and work with other BSI senior managers (such as HR, Finance, Legal, and country leadership) according to BSI Account Management protocols, to preserve and protect BSI brand reputation andmeet the client's requirements Acts as gatekeeper and quality checker for all interactions
• Act as the single point of contact for the Global Security Team and Leadership across the sites, and aware of and able to anticipate differences in geographic and regional needs
• Liaise with and meet with client key contacts and related stakeholders on a regular basis as BSI's primary point of management/leadership contact for the engagement(s). Reviews and negotiates contracts and statements of work (in consultation with BSI Legal and BSI leadership), manages team performance. Ensures quality standards are maintained in accordance with service level agreements, key performanceindicators, risk management, based on industry experience and best practices with full awareness and general understanding of supply chain security and operational functions
• Responsible for the onboarding, leadership, management, motivation, and retention of the BSI team including setting of goals/targets, performance reviews, appraisals,performance management, coaching, training, and development plans
• Facilitate an ongoing feedback loop between BSI Team and client Site Leaders. Conduct regularly scheduled one-on-ones with all BSI Team to embed BSI culture and help support client culture; and meet regularly with client Site Leaders to understand what is going well and areas of improvement to motivate, develop and retain the team
• Uphold and maintain the BSI behaviors of agility and collaboration by sharing knowledge, innovation and best practices that improve our client's resilience and builds sustainable business practices
• Accountable for building and maintaining long-term value-based partnerships, delivering profitable sales and revenue growth, and extending services across the BSI portfolio, making introductions between BSI and client to expand offering
• Considered a trusted resource and advisor. Drives engagement with key stakeholders across the client's organization and works collaboratively with them on department/division level vision and strategy including budget planning, contract negotiations and anticipates future Client needs
• Manages and grows BSI's overall business within client & drives agreed growth levels working through the Consulting Services commercial team
• Calibrates sales forecast, sector trends, competitor intelligence, client intelligence, service delivery to support commercial business decisions
• Leverages team and contacts to consolidate knowledge of client business processes, organization, geographical locations, decision-makers and needs

Education/Qualifications:

• Manages project budgets, identifies and coordinates resources, assigns projects, and oversees work performed by consulting or subcontractors
• Has a high degree of autonomy and independence and ability to collaborate and influence both within BSI and the client to drive engagement and satisfaction. Escalates identified issues to appropriate leadership and has authority to implement controls and corrective actions
• Establishes, implements, and manages account management structure and plan including, strategic objectives, client agenda, business development, client delivery, communication, billing, and reporting plans. Holds regular account team meetings to stay informed and on track
• Creates multiple touch points at client and within BSI and brings strategic thinking and innovative ideas to clients. Leverages contacts and relationships internal to and outside Consulting Services. Keeps relationship map up to date
• Must be genuinely interested in client's business and checks in regularly to assess how things are going, ensuring high satisfaction. Is fluent in the client's organization, business goals, and strategy
• Is ahead of the client in understanding future needs and risks. Understands what is happening in the sector and with competitors and shares knowledge with clients

What we offer:

BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company paid life insurance, 11 paid holidays and 4 weeks paid time off.