Service Delivery Manager
4 weeks ago
About the job: Service Delivery Manager - Retail (Cebu) | Onsite
Nature Of the Account: Retail
Start Date: 2-Dec
Type of Support: Non-Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule | Rest days: 24x7
Educational Requirement: At least 2nd year completed
Work Experience:
With 2-4 years experience with business/operational insight generation and presenting same to client and internal stakeholders
Assurance of Operational commitments/financial know-how on P&L
Extensive knowledge, experience and understanding of MS Excel and other MS Office Tools
Preferred: Six Sigma methodologies/certifications
Relevant Job titles: Senior Group Lead, Group Lead, Operations Manager
Responsibilities:
Oversee Service Delivery: Manage the execution of services to ensure they are delivered efficiently and effectively to meet customer expectations and Service Level Agreements (SLAs).
Customer Relationship Management: Act as a primary contact for clients, building and maintaining strong relationships, addressing their needs, and ensuring high levels of customer satisfaction.
Team Leadership: Lead, mentor, and coach the service delivery team, including creating schedules, assigning tasks, and providing support to team members.
Performance Monitoring & Improvement: Monitor service performance using metrics and KPIs, identify areas for improvement, and implement changes to enhance service quality.
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