Transition Manager (Outsourcing)
82% skill overlap
To add: Data migration and cutover, Project planning and dependencies
Your role
Service Delivery Manager (Outsourcing & Shared Services)
BriefYour role
Also known as Client Service Delivery Lead · Delivery Manager (BPO) · Operations Manager (Shared Services) · Service Delivery Managerand 1 more
Shared Services Manager
- L3 salary
- Not published yet
- Upcoming dated changes
- 1 change ahead
What the role does
Service Delivery Manager (Outsourcing & Shared Services) is a role in Change, Projects & Product. The family covers project, programme, product ownership, business analysis, process and service delivery. The core skill is service delivery and outsourcing management, and the main work is change and project delivery.
Levels
- L1 Starting out
- L2 Independent
- L3 Senior or specialist
- L4 Leads a team or an area
- L5 Leads the function
Full level descriptions and job titles
The EFO level names are the common scale; job titles differ between employers.
| Level | What the work looks like | Typical years | Typical job titles |
|---|---|---|---|
| L1 Starting out | Learns the job; executes defined tasks with supervision | 0-2 | Banks: Analyst, Junior Analyst, Associate (asset servicing), Trainee, GraduateAsset servicers: Junior, Specialist (entry), Officer |
| L2 Independent | Owns a process end to end; trains L1; first contact for the team's clients | 2-5 | Banks: Analyst / Senior Analyst, AssociateAsset servicers: Specialist, Senior Specialist, Senior Officer |
| L3 Senior or specialist | Deep expertise; handles exceptions and change; represents the function in projects | 5-9 | Banks: Senior Associate, AVP, Assistant ManagerAsset servicers: Senior Specialist, Expert, Team Lead (small team) |
| L4 Leads a team or an area | Manages people or a large process; owns budgets or controls; escalation point | 8-14 | Banks: VP, Manager, Senior ManagerAsset servicers: Team Lead, Manager, Head of Section |
| L5 Leads the function | Accountable for the function in a legal entity or region; sets priorities and standards | 12+ | Banks: Director, Executive Director, Managing Director, Head of functionAsset servicers: Head of Department, Director |
Skills
Where the skill weights come from
Each role lists its skills with a tier and a weight. The weights of one role add up to 100 percent.
Source: the EFO role catalogue, built from the ESCO classification and reviewed by the editors.
The percentage is the skill's share of the role; the bars are drawn relative to the anchor skill, which is shown full.
Critical
- Service delivery and outsourcing managementWeight 14.6%Relevant to you
- Defining and using KPIsWeight 9.8%Relevant to you
- Process mapping and redesignWeight 9.8%Relevant to you
- Vendor and service contract managementWeight 9.8%Relevant to you
Important and supporting skills 17
Important
- Stakeholder managementWeight 4.9%Relevant to you
- Account management and renewalsWeight 4.9%Relevant to you
- Lean methods and continuous improvementWeight 4.9%Relevant to you
- Risk judgment and escalation instinctWeight 4.9%Relevant to you
- Verbal communication and presentingWeight 4.9%Relevant to you
- Building and managing a budgetWeight 4.9%Relevant to you
- Leading and developing a teamWeight 4.9%Relevant to you
- Risk and issue management (RAID)Weight 4.9%Relevant to you
Supporting
- IT service management processes (ITIL: incident, problem, change)Weight 2.4%Relevant to you
- Change management and adoptionWeight 2.4%Relevant to you
- Leading without formal authorityWeight 2.4%Relevant to you
- Descriptive statistics and distributionsWeight 2.4%Relevant to you
- Visualisation tools (Power BI, Tableau)Weight 2.4%Relevant to you
- Professional written communicationWeight 2.4%Relevant to you
Useful
- Querying data with SQLWeight 0.8%Relevant to you
- Adaptability to changeWeight 0.8%Relevant to you
- Project tools (Jira, Asana)Weight 0.8%Relevant to you
Processes
The work the role takes part in.
What each process covers
- Change and project deliveryMain
Dated changes for this role
- ECB digital euro pilot with 36 payment providersRelevant to you
Salary snapshot
Salary figures are not published yet
The L3 salary range for this role, with its sources, will appear here when the salaries section opens.
Certifications
- ITIL 4 Foundation
- Lean Six Sigma Green Belt
Concepts to know
Neighbouring roles
Roles that need many of the same skills, by weighted skill overlap, with the skills you would need to add.
Process Improvement Specialist
38% skill overlap
To add: Cost structure and efficiency levers, Process mapping tools (Visio, Lucidchart), Advanced Microsoft Excel
Your role
Process Analyst (Banking)
36% skill overlap
To add: Cost structure and efficiency levers, Trade lifecycle, Process mapping tools (Visio, Lucidchart)
Your role
Change Manager
32% skill overlap
To add: Learning and capability development, Persuasion and influence, Reading organisational and political context
Your role
Change Manager (Banking)
31% skill overlap
To add: Learning and capability development, Trade lifecycle, Persuasion and influence
Your role
Programme Manager
27% skill overlap
To add: Project governance and reporting, Target operating model design, Business case and cost-benefit analysis
Your role
Do this job? Suggest a correction
Sources
- The EFO role catalogue, with skills, levels and processes. How it is built
- ESCO classification of the European Commission (external site)
Outsourcing (EBA Guidelines)Outsourcing is an arrangement in which a service provider performs a process, service or activity that the institution would otherwise perform itself. The EBA Guidelines on outsourcing arrangements (EBA/GL/2019/02) set governance, risk assessment, contract and register rules, with stricter terms for critical or important functions.