Service Delivery Leader

1 week ago

Quezon City, National Capital Region, Philippines beBeeLeadership Full time $60,000 - $80,000
Job Overview

We are seeking a highly skilled and experienced professional to fill the role of Service Delivery Supervisor. This position is responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases.

  • Key Responsibilities

    • This person should have a leadership background combined with customer service & minor technical expertise.

      • Ensure team is working toward departmental goals in the most efficient and effective manner including:

        • Dashboard Management for all PODs

          • Assist with scheduling coverage

            • Join all day huddle with PODs

              • Train on specific clients and groups of engineers focused on various industries

                • Triage cases

                  • Guide team members on Pager Duty usage

                    • Contribute to POD Manager Escalation numbers

                      • Participate in handoff meetings with each shift

                        • Manage POD Teams Channel's for interdepartmental communications and escalations

                          • Work closely with Service Delivery Managers to ensure cases are handled per standards

                            • Provide a weekend Summary email to leadership

                              • Work with team to create knowledge base articles for working with clients and handling various situations

                                • Contribute regular competency reviews for all team members

                                  • Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations

                                    • Continually follow best practices through the entire training and technical support process

                                      • Ability to adjust priorities and balance responsibilities in a fast-paced environment

                                        • Available to work outside of standard hours when necessary or as part of on call rotation if applicable

                                          • Other duties as required

                                          Requirements

                                          • Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience

                                            • 1-3 years of managerial experience; call center or managed services experience preferred

                                              • Technical subject matter expert on MSP products as they relate to Thrive's service catalog

                                                • Experience managing complex projects, clients, partners, and organizations

                                                  • ITIL certification and practice preferred

                                                    • Proven experience managing remote resources

                                                      • Strong written and verbal communication skills

    We offer a dynamic work environment where you can grow and thrive in your career. Our innovative approach to technology solutions has helped us stand out among our peers.

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