Key activities:

Service Delivery

• Ensure optimum staffing levels to service account effectively and profitably.
• Ensure the delivery of the overall solution meets budget and time goals.
• Management of account performance to ensure KPI’s and SLA’s are exceeded.
• Ensure all team members are meeting internal RSR SLA’s, direct corrective action, as needed.
• Responsible for meeting customer, external consultant and supplier satisfaction targets.
• Escalation management of external consultant issues, ensure timely resolution, direct corrective action as needed.
• SLA management, service and performance review with client (QBR’s).
• Evolve and upsell new solutions and add-ons to the service.
• Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency.

Leadership

• Provide direction and guidance to the Delivery team and ensure their knowledge, capability, training and support relevant to the tasks expected of them.
• Establish metrics and expected performance levels of all team members and provide feedback and coaching where appropriate. Set goals to help prioritize resources.
• Ensure the team has access to the right tools at the right time, informing team of company updates.  
• Coach and mentor team to meet service level(s) required. Provide recognition for positive results.
• Work to ensure a cohesive and highly motivated team environment with responsibility for effective knowledge share and skill transfer. Conduct direct report meetings to promote team work.
• Monitor work and evaluate results to ensure organizational objectives are met.
• Provide training where necessary on the appropriate skills and techniques. Coordinate the training delivered to new team members on project specific tasks and systems.
• Identify and select effective staff to meet service delivery commitments.
• Provide induction, performance management, development, reward and succession planning.

Stakeholder Relationship Management

• Lead and manage day to day client relationships and manage client expectation.
• Develop strong client relationships, communicate client requirements to the internal operations and business, provide innovative solutions to solve client needs.
• Engage proactively with the client to understand needs and drivers to ensure appropriate resourcing strategies are aligned and put in place and forecasting is achieved.
• Build effective business relationships with the supplier base.
• Ensure that stakeholder satisfaction surveys are sent out and the results are reported accurately.
• Escalation point for any daily operational issues.

Other

• Audit and verify accuracy of all invoices and billing accruals, as needed.
• Familiar with contract schedules & contractual terms and have the ability to execute against them.
• Manage and/or participate in periodic ad-hoc projects and perform other duties as required by AstraZeneca.
• Responsible for feeding back account progress and business development opportunities to RSR Management.

Qualifications:

• University Degree or equivalent relevant business experience.
• Preferably Business related postgraduate qualification

Experience:

• A minimum of 5 years’ experience of working in the recruitment industry in a delivery capacity and a minimum of at least 1 year as a Delivery Manager of a sizeable project in both contract and permanent recruitment
• Documented and solid experience of managing and motivating teams.
• Experience of working in an on-site environment is a distinct advantage
• Experience of having used Fieldglass as a vendor management application is a distinct advantage.
• Proven ability to liaise with all levels of management, especially Director level.
• Proven ability to develop and deliver business plans and recruitment strategies.
• Experience in researching complex issues and developing recommended actions.