Service Delivery Team Lead

2 weeks ago


Manila, National Capital Region, Philippines Millennium Technology Services Full time

Leading the team

  • Plan team activities to make sure that there is sufficient cover at all times for the delivery activities,
  • Be responsible for updating team schedule with client activity, training holiday, sickness etc.
  • Provide induction and build capability through on-going training and coaching of team members
  • Manage performance; provide development plans and conduct appraisals which encourage employee engagement.
  • Assist Senior management with the recruitment of new team members.
  • Work in a professional and pragmatic manner, respecting all employees throughout the business according to our Code of Conduct
  • contribute to a better working environment for yourself and your co-workers. This
  • includes self-awareness, initiative, accountability, persistence, resilience, patience, perceptiveness, and emotional regulation.
  • Be aware of your health and safety responsibilities and co-operate on all Health and Safety matters and rocedures, taking care of yourself and others.Customer Satisfaction & Excellence
  • Building a personal relationship with key client staff
  • High level of customer satisfaction by delivering successful Service Deliver
  • Evaluate customer feedback and identify ways to maximize customer satisfaction.
  • Good communication regarding issues resolution and progress of activities

Operational Excellence

  • Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency,
  • Co-ordinate the activities of the Service Delivery engineer in the assigned Geographic area e.g., North Asia, ASEAN and India; provide support and advice to team members.
  • Monitor performance and lead the team to achieve key performance indicators (KPIs), Service Level Agreement (SLA) or Service Level Objective (SLO) for both incident and Service Request and provide an excellent service to customers.
  • Ensuring that Issues are
  • Ensure that standard operating procedures are documented and maintained.
  • Produce written reports such as Incident management, Activities report, when required to do so.

Qualifications

  • Five to ten years working experience in a customer service, technical service or equivalent technical role
  • Bachelor degree with major in Telecommunications/Electronics/Computer Sciences, or equivalent degree
  • Good technical troubleshooting knowledge of data network,
  • Knowledge of SIP, VOIP telephony and Contact Center
  • Knowledge of large storage system,
  • Language Requirements: English professional.

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Overtime pay

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