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Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It's why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.
Conduent's differentiated services and solutions improve experiences for millions of people every day, including two-thirds of allinsured patientsin the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent's solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more atwww.conduent.com.
Req ID: 2019-18285
Locations: Baton Rouge, Louisiana, United States
Job Type: Full-time regular
The role of Manager, Delivery is to liaison with the client business and learning operations point of contact to provide day-to-day contracted learning services. The Manager, Delivery leads the delivery of the customer contract and relationship as a strategic partner to meet contractual obligations and provide best in class learning service delivery operations. The Manager, Delivery drives contractual performance measures and operational profitability. The Manager, Delivery provides support for overall function/account governance and adherence. The Manager, Delivery uses his/her management expertise and knowledge to delivery learning services in support of business requirements. The Manager, Delivery uses a defined management process and toolsets to provide consistent, high quality service on time and within budget. General client interactions include consulting on operational requirements, reporting on service levels, managing escalations, meeting client satisfaction requirements, and proactively managing and addressing operational delivery issues. The Manager, Delivery will be required to collaborate with the client, members of the Conduent team serving the client and other third-party vendors to assure a high-quality service delivery experience. The Manager, Delivery is the vital link between the client business who receives Conduent learning services and the Conduent operational team charged with delivering those services to meet timelines, support service delivery and establish reporting and tracking on a regular frequency.
Achieves goals through the work of others.
Management responsibilities include performance appraisals, pay reviews, training and development for three or more employees.
Accountable for learning services functional, operational and/or program management.
Management responsibilities include hiring & terminating decisions, performance appraisals, pay reviews, training and development for three or more employees.
Has primary accountability for the performance and results of a team within own discipline.
Manages professional employees and/or supervisors.
Adapts departmental plans and priorities to address resource and operational challenges.
Exercises judgment within defined practices and policies to determine appropriate action; receives guidance from manager.
Provides operational guidance to employees, colleagues and/or customers.
Coordinates and directs the activities of operational team members as well as external vendors.
Initiate and lead meetings and follow up on action items and deliverables related to service delivery.
Proactively pursue service delivery deadlines to ensure SLAs are met and address delays/scope changes in a timely manner according to the SLAs.
Identify risks and work closely with Senior Service Delivery Manager, Service Delivery Leader, operational leads for prompt problem resolution.
Manages reporting initiatives by ensuring data related to SLA is timely and accurate
Escalate operational delivery issues to Senior Service Delivery Manager, Service Delivery Leader, and client point of contact as appropriate.
Manages the service delivery function from initiation through delivery in alignment with the client's expectations and business needs.
Participates in or leads cross-functional teams focused on the delivery of new or existing projects.
Communicates project scope, goals and responsibilities to service delivery team; establishes clear stakeholder expectations, and requirements of varying degrees of complexity.
Manages and maintains service delivery reporting procedures.
Prepares and distribute reports related to service delivery activities, general project management, and financial issues.
Solves a range of complex service delivery problems; uses previous experience to identify solutions.
Translates learning strategy/priorities into operational work product.
Impacts the level of service and the team's ability to meet quality, volume, and timeliness objectives through management and operational expertise.
Uses policies, resource requirements, budgets and the business plan to deliver high quality and timely learning services.
Identifies and resolves technical, operational and organizational problems.
May participate in solving problems across a matrix.
Requires broad learning operational expertise and learning industry knowledge.
Requires in-depth understanding of concepts, theories and principles in learning and operational delivery.
Ability to manage a generally homogeneous team; builds engagement in teams to meet service and/or operational challenges.
Ability to guide, influence and persuade others either internally or lower complexity external customers or third-party vendors.
Experienced in applying agile principles.
Ability to work remotely, independently as well as collaboratively with team members and customers.
Experienced with identifying and managing project escalations and risks.
Track record of delivering services on time within budget.
Employ strong attention to detail and quality.
Good customer communications skills both verbal and written.
Candidates should have 3 to 5 years external client facing service delivery management experience.
Preferred BS or BA Degree in Management, Organizational Management, Business Management or similar degree.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the “Submit“ button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first:click here to access or download the form.