Manager – Governance Service Delivery

Neo Group was founded on the belief of Talent Without Borders.

We help companies create competitive advantage by leveraging talent globally. Today, Neo Group is a trusted voice in the services sourcing space, a reputation built over 15 years of successfully helping clients in Global Services Sourcing.

Our mission is to be the leading source of advice, data, analytics and governance solutions for clients that source and manage talent globally.

We regularly hire interns in research, marketing and software development.
Please send in your resume to careers@neogroup.com and we’ll get in touch with you shortly.

JOB LOCATION:

Bangalore, India. Some amount of travel may be required.

JOB DESCRIPTION:

This role will be responsible for the entire Service delivery for a key client’s Governance Process. He/She will be responsible for managing a team of Lead Analysts/Analysts  using Client referred software data and other related data.

This is a hands on role and will also require the person to be a mentor and train the team. The person should have hands on knowledge of Performance Management, Contract Management, Risk Management and Financial Management.

Ideally, we prefer persons with experience in Sirion governance tool but are open to people with experience in other similar Governance tools.

In addition to client reports, this person will also be responsible for creating project related reports for Neo management.

KEY RESPONSIBILITIES

  • Use client software for providing Governance Service Delivery
  • Work with service providers to get accurate and timely data for the reports
  • Manage the data collected from various service providers
  • Work closely with the client to review and sign off the SLA reports and initiate improvement recommendations
  • Ensure all the reports are prepared on a timely basis with due care to ensure high quality of deliverables
  • Create analysis reports in all the areas that are being managed by the person – Contract, Performance, Financial and Risk.
  • Work with the client and service provides to find root cause analysis in all areas and to prevent issues from reoccurring.
  • Provide continuous improvement ideas based on current service metrics
  • Work to create standardized reporting across service providers
  • Document and work with stakeholders including the IT team for Client referred tool.
  • (Product) support and enhancements
  • Conduct monthly client meetings and quarterly governance meetings.
  • Participate in the governance meetings between the client and the service provider.
  • Provide Team Management – including service delivery, people management and work review

PROFESSIONAL SKILLS & QUALIFICATIONS

  • MBA or relevant master’s graduation from reputed management institutes with strong academic record.
  • Bachelors degree with relevant experience will also be considered
  • 8- 15 years of experience in outsourcing industry(IT,ITeS) with experience in working in all areas of an outsourcing scenario
  • Prefer persons with experience in Governance Services Management
  • Client management skills
  • Excellent knowledge of Excel
  • Team management and excellent people skills
  • Good knowledge of IT/BPO industry knowledge.

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