Operational Service Delivery Specialist

1 day ago

Taguig, National Capital Region, Philippines Gratitude Philippines Full time

**Job Summary**

We are seeking a highly skilled Operational Service Delivery Specialist to join our team at Gratitude Philippines. As an integral part of our service delivery unit, you will play a vital role in ensuring the highest level of operational service delivery while maintaining the financial margins of the project.

**Key Responsibilities**

  • Establish and maintain healthy relationships with key clients, acting as a bridge between the client and our operational delivery teams.
  • Co-coordinate the delivery of services for key clients, focusing on governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction.
  • Monitor end-to-end performance of services, identifying areas for improvement and implementing corrective actions.
  • Communicate effectively with stakeholders around issues and opportunities, collaborating with senior management on client account management and growth.
  • Ensure operations teams are aware and prepared for changes, building service reports and sponsoring service delivery meetings.
  • Pull in additional resources when needed, such as SME teams or people for specific issues/opportunities, removing all obstacles to customer satisfaction and/or financial performance.
  • Collaborate with cross-functional teams to proactively identify service improvement activities, running service improvements if service delivery is not meeting client expectations.

**Additional Responsibilities**

  • Work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
  • Foster open communication channels across organizational boundaries, looking out for client's and CGI's long-term interests.
  • Provide support to multiple Clients as necessary, ensuring feedback is given to members or relevant people managers on potential issues or process improvement measures.

**Requirements**

  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • Minimum 3 years of experience in operational service delivery or a related field.
  • Strong communication, problem-solving, and analytical skills.
  • Ability to work collaboratively in a fast-paced environment.
  • Proven track record of delivering high-quality results in a timely manner.

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