Group Operations Manager - Service Delivery Management

Lyon, Auvergne-Rhône-Alpes

Job Summary

Accountabilities Overview 1. Customer Experience (CSAT / NPS) • Build trusted relationships with client Directors, DPOs, and Factory Staff • Visit Factories and build relationship with GTO & GTT teams • Improve CSAT/NPS by eliminating unmanaged escalations and ensuring seamless communication. • Proactive Customer Engagement 2. Growth Enablement o Lead insight to action in adjacent areas of existing deliveries, o Maintain visibility into adjacent initiatives, programs, and evolving customer priorities. o Communicate customer challenges & needs • Work closely with VSMs, CSMs (DFS & DBS colleagues) to identify business opportunities • Shape hypotheses, business cases, and value propositions with Solution/CoE teams. • Participate in solution walkthroughs, customer discussions, and commercial cycles. • Ensure delivery feasibility and alignment during pursuits. • Partner closely with Sales to identify, nurture, and help close downstream opportunities emerging from delivery. 3. Delivery Governance • Conduct regular health checks, QBRs/MBRs, and roadmap discussions. • Surface risks and issues early—before escalation—and ensure timely, transparent closure. • Bring in delivery and sales leadership where appropriate to ensure alignment and transparency. 4. Act as the Voice of the Customer • Bring structured, real time customer insights into the delivery organization. • Translate feedback, KPIs, and sentiment into actionable improvement plans. • Connect delivery outcomes to client business KPIs and strategic objectives.

Key Responsibilities

Accountabilities Overview 1. Customer Experience (CSAT / NPS) • Build trusted relationships with client Directors, DPOs, and Factory Staff • Visit Factories and build relationship with GTO & GTT teams • Improve CSAT/NPS by eliminating unmanaged escalations and ensuring seamless communication. • Proactive Customer Engagement 2. Growth Enablement o Lead insight to action in adjacent areas of existing deliveries, o Maintain visibility into adjacent initiatives, programs, and evolving customer priorities. o Communicate customer challenges & needs • Work closely with VSMs, CSMs (DFS & DBS colleagues) to identify business opportunities • Shape hypotheses, business cases, and value propositions with Solution/CoE teams. • Participate in solution walkthroughs, customer discussions, and commercial cycles. • Ensure delivery feasibility and alignment during pursuits. • Partner closely with Sales to identify, nurture, and help close downstream opportunities emerging from delivery. 3. Delivery Governance • Conduct regular health checks, QBRs/MBRs, and roadmap discussions. • Surface risks and issues early—before escalation—and ensure timely, transparent closure. • Bring in delivery and sales leadership where appropriate to ensure alignment and transparency. 4. Act as the Voice of the Customer • Bring structured, real time customer insights into the delivery organization. • Translate feedback, KPIs, and sentiment into actionable improvement plans. • Connect delivery outcomes to client business KPIs and strategic objectives.

Skill Requirements

Business Essentials Sales Soft Skills Business Essentials Business Acumen

Other Requirements

Accountabilities Overview 1. Customer Experience (CSAT / NPS) • Build trusted relationships with client Directors, DPOs, and Factory Staff • Visit Factories and build relationship with GTO & GTT teams • Improve CSAT/NPS by eliminating unmanaged escalations and ensuring seamless communication. • Proactive Customer Engagement 2. Growth Enablement o Lead insight to action in adjacent areas of existing deliveries, o Maintain visibility into adjacent initiatives, programs, and evolving customer priorities. o Communicate customer challenges & needs • Work closely with VSMs, CSMs (DFS & DBS colleagues) to identify business opportunities • Shape hypotheses, business cases, and value propositions with Solution/CoE teams. • Participate in solution walkthroughs, customer discussions, and commercial cycles. • Ensure delivery feasibility and alignment during pursuits. • Partner closely with Sales to identify, nurture, and help close downstream opportunities emerging from delivery. 3. Delivery Governance • Conduct regular health checks, QBRs/MBRs, and roadmap discussions. • Surface risks and issues early—before escalation—and ensure timely, transparent closure. • Bring in delivery and sales leadership where appropriate to ensure alignment and transparency. 4. Act as the Voice of the Customer • Bring structured, real time customer insights into the delivery organization. • Translate feedback, KPIs, and sentiment into actionable improvement plans. • Connect delivery outcomes to client business KPIs and strategic objectives.

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