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Service Delivery Excellence Manager

2 weeks ago

Taguig, National Capital Region, Philippines Globe Telecom, Inc. Full time

Globe Telecom, Inc. is a dynamic company that strives to make a positive impact on society.

About Us

Our goal is to create a wonderful world for our people, business, and nation by uniting individuals who believe they can make a difference.

Job Description

The Service Delivery Director plays a crucial role in driving operational excellence and achieving business goals.

Duties and Responsibilities

  1. This role involves developing and implementing a strategic plan for service delivery, aligning it with our overall objectives.

  2. The successful candidate will lead, mentor, and manage a team of service delivery managers, fostering a culture of collaboration and accountability.

  3. Building and maintaining strong client relationships is critical in this role, serving as the primary point of contact for escalated issues and ensuring client satisfaction.

  4. We need someone to continuously monitor the performance of service delivery teams, identifying areas for improvement and implementing solutions.

  5. The ideal candidate will allocate resources effectively, balancing workload and skill sets to meet client demands and project requirements.

  6. This role involves establishing and enforcing quality standards for service delivery, ensuring that deliverables meet or exceed client expectations.

  7. The selected individual will identify and mitigate risks associated with service delivery, proactively addressing issues to minimize disruption.

  8. This position requires developing and managing budgets for service delivery operations, optimizing resource utilization.

  9. The Service Delivery Director must ensure compliance with service level agreements (SLAs), contracts, and regulatory requirements.

  10. Our ideal candidate will drive a culture of continuous improvement, promoting best practices and innovation within service delivery processes.