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Service Delivery Cluster Lead

4 weeks ago

Manila, National Capital Region, Philippines YONDU INC. Full time

This role demands a technically proficient leader with a solid understanding of digital service environments and incident management tools. The ideal candidate will possess demonstrated experience leading teams, exhibiting strong leadership and management skills to effectively motivate and guide them through complex incident resolution processes. Exceptional verbal and written communication skills are essential for conveying intricate technical information to diverse audiences. Strong analytical and problem-solving abilities, with a focus on root cause analysis and process improvement, are crucial. Above all, a strong customer-centric approach, with a proactive commitment to addressing and resolving client issues, is paramount for success.

Responsibilities:

Leadership and Team Management:

  • Lead, mentor, and motivate a team of service delivery professionals.
  • Conduct performance reviews, provide feedback, and support professional development.
  • Allocate resources effectively to meet service delivery demands.
  • Manage team schedules and ensure adequate coverage.

Service Delivery Management:

  • Oversee the delivery of services within the cluster, ensuring adherence to SLAs and quality standards.
  • Monitor service performance metrics and identify areas for improvement.
  • Implement and maintain service delivery processes and procedures.
  • Manage and resolve service delivery issues and escalations in a timely and effective manner.
  • Ensure accurate and timely reporting of service delivery performance.

Client Relationship Management:

  • Act as the primary point of contact for clients within the cluster.
  • Build and maintain strong client relationships, ensuring customer satisfaction.
  • Conduct regular client meetings to review service performance and address any concerns.
  • Proactively identify and address client needs and expectations.
  • Manage client escalations and resolve issues effectively.

Process Improvement and Optimization:

  • Identify opportunities for process improvement and implement best practices.
  • Analyze service delivery data to identify trends and areas for optimization.
  • Develop and implement strategies to improve service efficiency and effectiveness.
  • Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
  • Implement and enforce best practices and standards.

Reporting and Analysis:

  • Generate and analyze service delivery reports to track performance and identify trends.
  • Prepare and present reports to senior management and clients.
  • Monitor key performance indicators (KPIs) and take corrective action as needed.
  • Maintain accurate records of all service delivery activities.

Financial Oversight:

  • Monitor and manage the budget allocated to the service delivery cluster.
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