Service Delivery Professional

1 week ago

Makati City, National Capital Region, Philippines beBeeServiceDeliveryManager Full time $100,000 - $130,000
Job Title: Service Delivery Manager

Are you a skilled professional seeking a challenging role that combines customer advocacy with technical expertise? We are currently looking for a highly motivated and experienced Service Delivery Manager to join our team.

The successful candidate will be responsible for providing ongoing customer support and relationship management for our global device lifecycle programs. These programs aim to help enterprise customers manage critical events such as employee onboarding and offboarding, ensuring seamless service delivery and maximizing customer satisfaction.

Key Responsibilities:

  • Customer Advocacy: Serve as the primary customer-facing representative, building trusted relationships and ensuring ongoing satisfaction through proactive communication and issue resolution.
  • Issue Resolution: Field customer inquiries, troubleshoot issues, and coordinate with internal teams to ensure timely resolution, minimizing disruption to business operations.
  • Service Monitoring: Monitor and track the progress of workflows (joiner, leaver, refresh, advanced exchange) to guarantee requests are fulfilled correctly and on time, maintaining high levels of customer satisfaction.
  • Performance Metrics: Track key performance indicators (KPIs) and identify any service gaps that need to be addressed, driving continuous improvement and enhancement of service quality.
  • Process Improvement: Serve as the bridge between customers and internal teams, providing valuable insights and feedback to enhance workflows and improve overall service quality.

Required Qualifications:

  • Experience: A minimum of 3 years of experience in a similar client-facing role, preferably in IT services or enterprise technology, with a strong background in customer relationship management and issue resolution.
  • Language Skills: Excellent written and verbal English skills are required, with the ability to communicate complex technical information to non-technical stakeholders.
  • Technical Acumen: Strong familiarity with ServiceNow or other IT service management platforms is an advantage, as well as a solid understanding of customer relationship management principles and practices.
  • Collaboration: Proven ability to work effectively across distributed teams and global stakeholders, fostering collaborative relationships and driving results-oriented outcomes.
  • Problem-Solving: Exceptional problem-solving skills, with a proactive approach to issue management and a passion for delivering high-quality solutions that meet customer needs.

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