Service Delivery Manager

4 weeks ago

Makati City, National Capital Region, Philippines Questronix Corporation Full time

Job Description:

  • Client Relationship Management:
    • Building and maintaining strong relationships with clients, acting as the primary contact for service-related inquiries and concerns.
  • Service Level Agreement (SLA) Management:
    • Monitoring adherence to SLAs, identifying potential issues, and taking corrective actions to ensure timely and quality service delivery.
  • Team Leadership:
    • Leading and motivating service delivery teams, assigning tasks, and providing coaching and support to ensure optimal performance.
  • Performance Monitoring:
    • Defining key performance indicators (KPIs), tracking service delivery metrics, and analyzing data to identify areas for improvement.
  • Issue Resolution:
    • Managing escalations, investigating service disruptions, and coordinating timely resolution of client issues.
  • Reporting and Communication:
    • Preparing regular performance reports for stakeholders, including client updates on service delivery status and key metrics.
  • Process Improvement:
    • Identifying opportunities to optimize service delivery processes, implementing changes to enhance efficiency and effectiveness.
  • Budget Management:
    • Monitoring service delivery costs, identifying potential cost-saving measures, and managing budgets within allocated limits.
  • Stakeholder Management:
    • Collaborating with cross-functional teams across the organization to ensure alignment with service delivery objectives.

Qualifications:

  • Strong Communication Skills:
    • Excellent written and verbal communication to effectively interact with clients, stakeholders, and team members.
  • Leadership Abilities:
    • Proven ability to lead and motivate teams, delegate tasks, and foster collaboration.
  • Analytical Skills:
    • Data analysis skills to interpret performance metrics and identify areas for improvement.
  • Problem-Solving Skills:
    • Ability to diagnose issues, develop solutions, and manage complex situations effectively.
  • Customer Focus:
    • Deep understanding of customer needs and commitment to delivering exceptional service.
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