CX Partner

3 weeks ago

Manila, National Capital Region, Philippines Globe Telecom Full time

**Service Delivery Director**

**Oversee and optimize the delivery of core services within an organization, driving operational excellence and achieving business goals.**

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

**Key Responsibilities:**

* **Strategic Planning:** Develop and implement a strategic plan for service delivery, aligning it with the organization's overall objectives.
* **Team Management:** Lead, mentor, and manage a team of service delivery managers, fostering a culture of collaboration and accountability.
* **Client Relationship Management:** Build and maintain strong client relationships, serving as the primary point of contact for escalated issues and ensuring client satisfaction.
* **Performance Monitoring:** Continuously monitor the performance of service delivery teams, identifying areas for improvement and implementing solutions.
* **Resource Allocation:** Allocate resources effectively, balancing workload and skill sets to meet client demands and project requirements.
* **Quality Assurance:** Establish and enforce quality standards for service delivery, ensuring that deliverables meet or exceed client expectations.
* **Risk Management:** Identify and mitigate risks associated with service delivery, proactively addressing issues to minimize disruption.
* **Budget Management:** Develop and manage budgets for service delivery operations, optimizing resource utilization.
* **Contract Compliance:** Ensure compliance with service level agreements (SLAs), contracts, and regulatory requirements.
* **Continuous Improvement:** Drive a culture of continuous improvement, promoting best practices and innovation within service delivery processes.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband, and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

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