Key Service Operations Manager

5 days ago

Pasig, National Capital Region, Philippines beBeeServicemanagement Full time $100,000 - $120,000

**Job Overview:**

We are seeking a Key Service Operations Manager to provide ongoing customer support and relationship management for our global device lifecycle programs.

The ideal candidate will have strong experience in IT services and customer relationship management.

As a Key Service Operations Manager, you will act as the customer’s advocate in your region, fielding support questions, resolving issues, and coordinating with internal teams to ensure a seamless service delivery.

**Key Responsibilities:**

  • Customer Advocacy: Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
  • Issue Resolution: Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
  • Service Monitoring: Monitor and track the progress of workflows to ensure requests are fulfilled correctly and on time.
  • Performance Metrics: Track SLAs/KPIs and identify any service gaps that need to be addressed.
  • Process Improvement: Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.

**Required Skills and Qualifications:**

  • Experience: At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
  • Language Skills: Well-spoken and well-written English is required.
  • Technical Acumen: Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
  • Collaboration: Proven ability to coordinate across distributed teams and global stakeholders.
  • Problem-Solving: Excellent communication and problem-solving skills with a proactive approach to issue management.

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