Service Delivery Manager

4 weeks ago

Manila, Philippines Stagwell Full time
Stagwell empowers talented, passionate, and creative leaders with vision to deliver breakthrough ideas on behalf of the world's most ambitious clients.

We believe that the differences among us fuel innovation and drive us to achieve extraordinary results. We take great pride in a work force with rich diversity of age, race, ethnicity, gender, nationality, sexual orientation, ability and background. As a network, we seek out a skilled and dynamic talent pipeline, invest in programs that help develop diverse talent for the future benefit of our industry, and strive to build an inclusive environment where all employees can bring their full selves to work.

Creating a collaborative environment at our state-of-the-art campuses, where we can bring people together at the office to inspire and innovate, is central to our culture-moving creative edge. We believe that by being together, we can transform marketing. Join us at www.stagwellglobal.com.

Overview

The Service Desk Manager is primarily responsible for managing daily operations of the Business Applications service desk, managing service desk team, and supporting the Stagwell network Maconomy user-base. The Manager should have a thorough understanding of all supported business applications.

The Service Desk Manager is also a first point of contact for agencies seeking Maconomy or other business applications assistance and escalation from Service Desk Analysts. Requests will be initiated and managed using the Business Applications ticketing system.

Responsibilities

Key Implementation Responsibilities

  • Ensure data migration tasks are delivered timely
  • Understand and participate in the execution of the data migration strategy
  • Act as an escalation point for the data migration team.
  • Monitor and report workload and performance.

Key On-Going Responsibilities

The Service Desk Manager Will Be Responsible For

  • Effectively managing the service desk team and their work queues.
  • Effectively manage system admins.
  • Ensure and monitor that the expected level of service is being delivered.
  • Managing the overall daily operations of the Business Applications Service Desk.
  • Continuous improvement of service desk methodology.
  • Monitor and report workload and performance.
  • Ensure all service desk tickets are resolved in an effective and timely manner.
  • Ensuring all processes used by the service desk team are documented and consistent.
  • Document and disseminate methodologies to resolve frequently occurring issues.
  • Enforce our Business Applications Operations Manual through the service desk.
  • Serve as the first point of contact for agencies seeking Maconomy assistance.
  • Thoroughly analyze, troubleshoot and identify the best solution for the reported request.
  • Collaborate with internal teams forming the center of excellence to determine the best solution as needed.
  • Document and disseminate solutions to challenges as specified by product leads at the center of excellence.
  • Clearly and effectively walk the user through the solution using appropriate communication channels (ie: ticketing system, schedule a call).
  • Comprehensively track and document ticket events, problems and resolutions.
  • As applicable, follow-up with user to ensure solution has resolved the request.
  • Monitor requests from outset to resolution.
  • Act as an escalation point for the Service Desk Analyst reports.
  • Escalate unresolved issues to the next level of support in line with established processes.
  • Provide the internal team with feedback or suggestions received from end users.

Qualifications

Required Business Skills, Experience and Qualifications

  • Experience as a manager in a customer support role.
  • Ability to effectively manage direct reports.
  • Ability to coach and develop direct reports.
  • Excellent customer service skills: ability to form relationships both externally and internally.
  • Strong analytical and problem-solving skills.
  • Ability to prioritize tasks.
  • Excellent written and verbal communication skills.
  • Excellent Microsoft Excel skills.
  • Excellent organizational skills.
  • Ability to manage time effectively while setting the tone of the service desk team through modeling and leadership.
  • Ability to work creatively in problem solving environment.

Working knowledge of other Microsoft Office products (Word, PowerPoint).

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