Service Delivery Manager

2 weeks ago


Naga Philippines Bicol Region SUTHERLAND GLOBAL COLLECTION SERVICES LLC Full time
Company Description

At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Service Delivery Manager who will establish and create strategies that will enhance processes and boost ease and efficiency.

Job Description

As a Service Delivery Manager you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:

Key Responsibilities

  • Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.
  • Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line.
  • Identify the training needs that will equip the staff with fundamental skills and knowledge.
  • Have a thorough understanding of the various system tools and operational procedures utilized within the program.
  • Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
  • Conduct all defined and required process compliance and adherence to all team members, partners, and third-party providers.

Qualifications

MINIMUM QUALIFICATIONS:

  • Earned a bachelor's Degree in any field. (preferred but not required)
  • At least 7 years of work experience in the same industry with 4-5 yrs. of management experience.
  • Must have experience handling (Customer Service/Technical Support/Sales accounts/Telco).
  • Excellent working knowledge on Microsoft Office applications .
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Strong analytical skills .
  • Demonstrated leadership skills .
  • Must be willing to report on a graveyard/shifting schedules.
  • Experience of managing, direct or matrix, project managers, technical resources with span of 100 FTEs.


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