Service Delivery Excellence Manager

7 days ago


Manila, National Capital Region, Philippines YONDU INC. Full time
About The Position

We are seeking a highly skilled IT Leadership and Management Professional to join our team at YONDU INC.

As an IT Leadership and Management Professional, you'll be responsible for leading a team of service delivery professionals, providing technical guidance and expertise to drive exceptional results.

Key responsibilities include overseeing the delivery of services within the cluster, ensuring high-quality outcomes and meeting strict deadlines.

You'll work closely with cross-functional teams to develop and implement best practices, driving continuous improvement initiatives to enhance service quality and customer satisfaction.

This is an exciting opportunity to join a dynamic team and contribute to the growth and success of YONDU INC.

Key Responsibilities:
  • Leadership and Team Management
  • Lead, mentor, and motivate a team of service delivery professionals.
  • Conduct performance reviews, provide feedback, and support professional development.
  • Allocate resources effectively to meet service delivery demands.
  • Manage team schedules and ensure adequate coverage.
  • Service Delivery Management
  • Oversee the delivery of services within the cluster, ensuring adherence to SLAs and quality standards.
  • Monitor service performance metrics and identify areas for improvement.
  • Implement and maintain service delivery processes and procedures.
  • Manage and resolve service delivery issues and escalations in a timely and effective manner.
  • Ensure accurate and timely reporting of service delivery performance.
  • Client Relationship Management
  • Act as the primary point of contact for clients within the cluster.
  • Build and maintain strong client relationships, ensuring customer satisfaction.
  • Conduct regular client meetings to review service performance and address any concerns.
  • Proactively identify and address client needs and expectations.
  • Manage client escalations and resolve issues effectively.
  • Process Improvement and Optimization
  • Identify opportunities for process improvement and implement best practices.
  • Analyze service delivery data to identify trends and areas for optimization.
  • Develop and implement strategies to improve service efficiency and effectiveness.
  • Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
  • Implement and enforce best practices and standards.
  • Reporting and Analysis
  • Generate and analyze service delivery reports to track performance and identify trends.
  • Prepare and present reports to senior management and clients.
  • Monitor key performance indicators (KPIs) and take corrective action as needed.
  • Maintain accurate records of all service delivery activities.
  • Financial Oversight
  • Monitor and manage the financial aspects of the service delivery cluster.


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