Service Delivery Manager l Hybrid l Giga Tower

22 hours ago

Manila, National Capital Region, Philippines Cognizant Full time
Overview
  • 10+ years of experience in operational leadership, managing 100+ FTE
  • 5+ years of people management experience, including managing leaders, and a strong desire to develop team members
  • Passion to create an exceptional experience and provide outstanding customer support
  • Adaptable and energized by a fast-paced environment
  • Good in situational leadership, on the feet thinking
  • Analytically sound, ability to look through data and make learned decisions
  • Bachelor's degree, or equivalent
  • Adequate knowledge of organizational effectiveness and operations management
  • Familiarity with business and financial principles and practices
  • Ability to Prepare and Delivery Business Review Presentation to Client & Internal Management
  • Ability to effectively communicate with all levels of the organization
  • Proven track record of collaborating with cross-functional groups to produce results
  • ISO, Six Sigma, PMO Certification is an added advantage
  • Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
  • Experience in leading teams in customer support via voice and chat support or a call center environment
  • Advanced customer focus and customer service skills
  • Exceptional training and coaching skills to motivate employees
  • Great verbal and written communication skills
  • Have full understanding of creating and implementing scheduling and task distribution
  • Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity
  • Strategic thinker with strong analytical and problem-solving skills
  • Amenable to work Hybrid set up in Giga Tower/Bridgetown; Night Shift
Responsibilities
  • Manage the overall performance and governance of the Statements of Work
  • Manage the day-to-day operations in accordance with requirements and SLAs
  • Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
  • Establish the infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms
  • Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
  • Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement
  • Drive Operations teams to deliver continuous improvement and productivity/quality gains
  • Flag and escalate business risks timely
  • Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
  • Improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
  • Perform quality controls and monitor production KPI's, prepare reports and analyze data
  • Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
  • Flexible with timings to support operations
Qualifications & Skills
  • Senior-level leadership experience with a focus on operations and customer service
  • Strong communication and collaboration skills across cross-functional teams
  • Experience in managing large, multi-site teams in a fast-paced environment
  • Hybrid work capability and night shift availability as applicable

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