Service Delivery Operations Manager

2 days ago

San Fernando, Central Luzon, Philippines beBeeServiceDelivery Full time ₱800,000 - ₱1,010,000

As a Service Delivery Operations Manager, you will play a pivotal role in leading a high-performing team of support professionals. Your responsibilities will include overseeing the assessment and assignment of cases, ensuring efficient routing of escalations, and resolving low-level single-touch cases.

This leadership position requires a unique blend of customer service, technical expertise, and management skills. The ideal candidate should have a strong background in leadership, combined with experience in managing complex projects, clients, partners, and organizations.

The successful candidate will be responsible for:

  • Ensuring the team works towards departmental goals efficiently and effectively
  • Managing dashboards for all pods
  • Assisting with scheduling coverage
  • Training on specific clients and groups of engineers
  • Triage cases
  • Guiding team members on Pager Duty usage
  • Contributing to pod manager escalation numbers
  • Participating in handoff meetings
  • Managing pod teams channels for interdepartmental communications and escalations
  • Working closely with service delivery managers
  • Providing weekend summary emails
  • Upholding procedural requirements

The ideal candidate will possess:

  • A bachelor's degree in information technology or a related field
  • 1-3 years of managerial experience
  • Technical subject matter expertise on MSP products
  • Experience managing complex projects, clients, partners, and organizations
  • ITIL certification and practice
  • Proven experience managing remote resources
  • Strong written and verbal communication skills

The successful candidate will be able to:

  • Adjust priorities and balance responsibilities in a fast-paced environment
  • Be available to work outside of standard hours when necessary
  • Contribute regular competency reviews for all team members

Additional duties may include creating knowledge base articles, continually following best practices, and working closely with the team to achieve specific measurable KPIs and learning goals.

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