Service Delivery Manager

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Gurugram, Haryana, India; Hyderabad, Telangana, India.Minimum qualifications:

• Bachelor's degree in Business, Logistics, Operations, Engineering, a related field, or equivalent practical experience.
• 5 years of experience in managing warehousing and supply chain operations.
• 5 years of experience in working and managing third-party logistics relationships.
  
  

Preferred qualifications:

• MBA or Master's degree.
• Experience in Vendor Management, Operations Management and Project Management.
• Experience in risk, change management, process management systems such as Kaizen, Six Sigma, Lean etc.
• Experience in working with multiple cross-functional business teams and stakeholders to set up and stabilize new product operations.
• Experience running 1:1 contact center support operations globally.
• Experience in developing solutions and tools in partnership with business teams.
  
  

About The Job

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

gTech’s Users and Products team (gUP) represent Google's users and many of the partners globally, sharing user insights with the Google organization to enable quality customer and product experiences.

gUP builds solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google, supporting Google’s consumer products ecosystem and enabling launches for Google’s consumer products each year.

Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible. We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them. We keep our networks up and running, ensuring our users have the best and fastest experience possible.

Responsibilities

• Manage multiple vendor programs and serve as the primary point of contact internally and externally for assigned vendor engagements. Be responsible for day-to-day program success, by monitoring vendor work products using standardized metrics for quality timeliness, volumes, cost, etc.
• Drive Service-Level Agreement (SLA) improvement plans, exchange feedback, and manage escalations. Support vendors in ongoing activities including best practices, resource planning, training and certification, quality reviewing, and tools access.
• Design and launch new workflows in partnership with business owners, driving request for information/request for proposals in collaboration with procurement teams, setting up pilots/experiments and long-term operations.
• Identify opportunities to streamline processes to meet business needs. Re-engineer processes to improve efficiency and customer satisfaction.
  
  
  

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .