Client Experience Manager

2 days ago

Manila, National Capital Region, Philippines beBeeService Full time ₱2,000,000 - ₱2,500,000
Service Delivery Manager

A Service Delivery Manager oversees client engagements, ensuring seamless experiences and meeting contractual expectations. This role is responsible for managing service operations, acting as an escalation point, and working with functional teams to achieve Success Factors.

The Service Delivery Manager plays a crucial part in the engagement's overall success by affecting team outcomes, productivity, and quality. They work closely with internal teams and stakeholders to coordinate incident response and BCP processes, conduct regular standups and governance meetings, and manage team and team member performance.

Key Responsibilities:
  • Manage Service Operations: Responsible for delivering high-quality services to clients, ensuring transparency within and across functional teams.
  • Act as Escalation Point: Provide guidance and support to team members and stakeholders, ensuring issues are resolved promptly.
  • Collaborate with Functional Teams: Work closely with teams to ensure Success Factors are met, and deliverables are of high quality.
Additional Responsibilities:
  • Coordinate Incident Response: Collaborate with internal teams and stakeholders to respond to incidents and ensure minimal disruption to services.
  • Conduct Regular Meetings: Hold standups and governance meetings with team members and stakeholders to discuss progress and address concerns.
  • Manage Team Performance: Conduct 1:1 meetings, team meetings, and performance evaluations to ensure team members are meeting their goals and objectives.
Requirements:
  • Excellent Communication Skills: Ability to communicate effectively with team members, stakeholders, and clients.
  • Strong Leadership Skills: Ability to lead and motivate team members to achieve their best.
  • Problem-Solving Skills: Ability to analyze problems and develop effective solutions.

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