Service Delivery Leadership Position

1 week ago

Biñan, Calabarzon, Philippines beBeeLeadership Full time ₱2,000,000 - ₱2,500,000
Job Title: Service Delivery Supervisor

The role of a Service Delivery Supervisor is pivotal in ensuring seamless service delivery to our clients.

  • Key Responsibilities:
  • Ensure team efficiency and effectiveness in achieving departmental goals by:
    • Managing dashboard coverage for all PODs
    • Assist with scheduling coverage, including joining daily huddles with PODs and training engineers on specific clients and groups focused on various industries.
    • Triage cases efficiently, guide team members on Pager Duty usage, and contribute to POD Manager escalation numbers.
    • Manage interdepartmental communications and escalations through POD Teams Channels and work closely with Service Delivery Managers to ensure Thrive standards are met.
    • Provide regular weekend summaries to leadership, create knowledge base articles for client handling, and conduct regular competency reviews for team members.
    • Adhere to procedural requirements related to prioritization, communication, documentation, and escalations while continually following best practices throughout the support process.
  • Requirements:
  • Bachelor's Degree in Information Technology or a related field (or equivalent combination of education and experience).
  • 1-3 years of managerial experience, preferably in call center or managed services.
  • Technical expertise in MSP products as they relate to our service catalog.
  • Experience managing complex projects, clients, partners, and organizations.
  • ITIL certification and practice preferred.
  • Proven ability to manage remote resources effectively.
  • Strong written and verbal communication skills.

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