Service Delivery Officer

3 weeks ago

Pasig, National Capital Region, Philippines White Cloak Technologies, Inc. Full time
Overview

As a Service Delivery Officer, you will act as the critical bridge between our clients and our deployed professionals. You will ensure that we consistently deliver high-quality service and exceed client expectations, while also advocating for the growth, engagement, and well-being of our deployed resources. Your role is essential in maintaining service excellence, improving delivery processes, and fostering long-term partnerships with our clients.

Key Responsibilities
  • Client Relationship Management: Serve as the main point of contact for assigned clients, ensuring smooth communication between client stakeholders and project teams.
  • Conduct regular client meetings to review service performance, gather feedback, and address concerns proactively.
  • Champion client satisfaction and continuously seek opportunities to add value to the client partnership.
  • Resource Engagement & Advocacy: Maintain regular communication with deployed resources to monitor engagement, gather feedback, and identify support needs.
  • Provide feedback to internal teams regarding performance, growth opportunities, and challenges faced by resources on the ground.
  • Service Delivery & Performance Monitoring: Ensure high performance standards for all service delivery-related processes.
  • Monitor service KPIs and SLAs, and analyze trends in service performance.
  • Identify issues in delivery and coordinate with internal departments to implement timely corrective actions.
  • Evaluation & Feedback: Conduct regular performance evaluations of deployed team members and provide them with clear, constructive feedback.
  • Support resource development through performance coaching or by recommending learning interventions where necessary.
  • Take ownership of service-related incidents and ensure their timely resolution through coordination with relevant stakeholders.
  • Prepare and deliver clear, data-driven reports on service performance to internal leadership and clients.
  • Leverage insights from reports to make strategic recommendations that enhance project and service outcomes.
Qualifications
  • Minimum 2-3 years of experience in service delivery, account management, or project coordination, preferably in the IT outsourcing or staff augmentation industry.
  • Strong interpersonal and communication skills with the ability to manage both client relationships and internal teams.
  • Experience in analyzing service performance data and implementing process improvements.
  • Problem-solving mindset and ability to manage multiple priorities.

Note: This description focuses on the Service Delivery Officer role and related qualifications. It omits extraneous postings and platform invitations to keep the responsibilities and requirements clear for applicants.

Employment details
  • Seniority level: Associate
  • Employment type: Full-time
  • Job function: Sales and Project Management
  • Industries: Software Development

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