Senior Leadership Position

1 day ago

Cebu City, Central Visayas, Philippines beBeeCareer Full time ₱45,000 - ₱90,000
Job Overview

The role of Service Delivery Manager is a key position in our organization, responsible for leading regional teams and ensuring seamless coordination with clients.

This full-time position requires strong leadership skills, customer service expertise, and technical knowledge. As a Service Delivery Manager, you will be accountable for motivating team members to achieve specific goals, fostering a positive working environment, and promoting consistent growth among ASE team members.

The ideal candidate should have at least 35 years of experience as a Service Desk Supervisor, MSP Manager, or in a similar leadership role. A proven track record of managing complex projects, clients, and partner relationships is essential.

The successful applicant will have experience leading remote teams, ITIL certification (preferred), and strong technical expertise in MSP products and services.

Key Responsibilities

  • Lead regional teams in assessing and assigning cases, routing escalations, and resolving low-level single-touch cases.

  • Motivate and coach individuals to achieve KPI and learning goals, driving excellent and consistent career growth.

  • Ensure the coordination team works toward departmental goals in the most efficient and effective manner.

  • Work closely with Service Delivery Managers to ensure cases are handled.

  • Conduct regular competency reviews for all team members.

  • Uphold procedural requirements related to prioritization, communication, documentation, and escalations.

  • Continually follow best practices throughout the entire training and technical support process.

  • Work with team members to identify a clear career path with specific goals.

  • Ensure all ASE team members meet certification and competency requirements to move their careers forward.

  • Responsible for the care and feeding of Apprentices under your leadership, including:

    • Training schedule adherence.

    • Working with SDMs to coordinate mentorships with POD engineers.

    • Ensuring the Apprentice is ready/eligible for a TSE role at the end of their 12-month apprenticeship program.

  • Ability to adjust priorities and balance responsibilities in a fast-paced environment.

  • Available to work outside standard hours when necessary or as part of an on-call rotation if applicable.

Required Qualifications

  • At least 35 years of experience as a Service Desk Supervisor, MSP Manager, or in a similar leadership role.

  • Strong technical expertise in MSP products and services.

  • Proven ability to manage complex projects, clients, and partner relationships.

  • Experience leading remote teams and resources.

  • ITIL certification (preferred).

Benefits

As a Service Delivery Manager, you will enjoy a challenging and rewarding career with opportunities for professional growth and development. Our organization offers a collaborative and supportive work environment, making it an ideal place to build a successful career.

What We Offer

Our organization provides a comprehensive benefits package, including:

  • A competitive salary and bonus structure.

  • Opportunities for professional growth and development.

  • A collaborative and supportive work environment.

  • A comprehensive benefits package.

We are committed to attracting and retaining top talent, and we offer a range of benefits to support our employees' physical and mental well-being, financial security, and career advancement.

Join us in our mission to deliver exceptional service and support to our clients and customers.

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