Service Excellence Lead

7 days ago

Tuguegarao City, Cagayan Valley, Philippines beBeeServicemanagement Full time
Job Summary

We are seeking a highly skilled Service Level Manager to join our team. As a key member of our organization, you will be responsible for developing and maintaining strong working relationships with internal and external stakeholders.

The ideal candidate will have excellent negotiation and communication skills, as well as the ability to design, manage, and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Key Responsibilities
  • Develop and maintain strong working relationships with key internal and external stakeholders
  • Negotiate, agree, design, manage, and maintain SLAs and associated credit structures
  • Negotiate, agree, design, manage, and maintain OLAs or OSPs
  • Proactively manage service levels, focusing on prevention of failures and swift corrective actions when necessary
  • Develop and manage Corrective Action Plans with Service Providers, as necessary
  • Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes
  • Responsible for Daily, Weekly, and Monthly Service Review processes, ensuring they are run effectively
  • Accountable for all aspects of Service Provider(s) Performance Management, including tracking escalated performance issues and disputes
  • Drive continual improvement processes with Service Providers to ensure value and benefits are realized from the relationships and contracts
What We Offer

Opportunity for career growth and development in a dynamic and collaborative environment

A highly competitive and flexible compensation and benefits package

Chance to work with a talented team aiming to make a positive impact

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