Operations Leader

1 day ago

Las Piñas, National Capital Region, Philippines beBeeServiceDelivery Full time $2,000 - $2,500
Job Overview

Role: Service Delivery Manager is the operational hub of our organization, overseeing all technical team activities, optimizing automation systems, and ensuring exceptional service delivery.


Main Responsibilities

  • Technical Team Coordination & Management

    • Resource Allocation: Balance technical team workload between incident response and project delivery.

    • Project Ownership: Manage budget tracking, cost management, and profitability analysis for assigned projects.

    • Performance Evaluation: Conduct technical team performance reviews and manage day-to-day employee relations.

    • Team Development: Handle technical team conflict resolution, professional development planning, and coaching.

    • Quality Assurance: Ensure all technical work meets company standards before client delivery.

    • Critical Issue Resolution: Serve as primary escalation point for technical issues, involving DevOps or CTO based on issue type.

    • On-Call Coordination: Manage weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents).

  • Automation System Optimization

    • System Partnership: Partner with IT Technicians to optimize chat system and routing logic.

    • Mission Control Integration: Drive 80% ticket routing to outsourced Mission Control team across three departments (Triage & Dispatch, Technical Engineers, Project Team).

    • Documentation Standards: Establish and enforce client documentation standards for Mission Control routing eligibility.

    • PSA Administration: Work with DevOps team on PSA system optimization, workflow automation, and integration enhancements.

    • Process Improvement: Develop intelligent routing criteria based on complexity and documentation status with DevOps team.

    • Performance Monitoring: Coordinate with DevOps team to build dashboards for routing accuracy and performance analytics.

    • Future AI Integration: Test and implement Thread's upcoming Dispatch Agent when released.

  • Client Interface & Financial Management

    • Project Updates: Provide regular status updates to Strategic Accounts Director.

    • Financial Coordination: Interface with Procurement Specialist and Finance on project billing, invoicing accuracy, and budget management.

    • Schedule Management: Coordinate project schedules with equipment procurement and resource availability.

    • Issue Resolution: Handle technical coordination during incidents while account team manages client relationship.

    • Scoping Support: Provide technical input for quotes to achieve 24-48 hour response time.

    • Budget Oversight: Track project costs, approve scope changes, and escalate major variances to CTO.

    • Client Documentation: Ensure client environment documentation supports Mission Control routing and service delivery excellence.


Process Enhancement & Team Alignment

  • Workflow Development: Create and maintain standard operating procedures for technical processes and escalation paths.

  • Performance Metrics: Coordinate with DevOps team on implementing tracking systems for key performance indicators.

  • Continuous Improvement: Identify bottlenecks and implement process optimizations across service delivery operations.

  • DevOps Collaboration: Coordinate with DevOps team on technical escalations, security issues, and advanced tool support.

  • Cross-Functional Collaboration: Ensure seamless integration between technical team, DevOps specialists, and Mission Control operations.

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