Service Delivery Team Lead

1 day ago

San Juan, National Capital Region, Philippines beBeeLeadership Full time ₱250,000 - ₱400,000

We are seeking a talented Service Delivery Team Lead to join our team.

The ideal candidate will possess strong leadership skills, customer service expertise, and technical knowledge to motivate their team towards achieving measurable goals.

This role requires overseeing the Support team in assessing and assigning cases, routing escalations, and resolving low-level issues.

  • Main Responsibilities:

    • To ensure the team is working efficiently towards departmental goals, including:

      • Dashboard Management for all teams

        • Assist with scheduling coverage

          • Participate in daily huddles

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

              • Triage cases

                • Guide team members on task management software usage

                  • Contribute to escalation numbers

                    • Participate in handoff meetings

                      • Manage team communication channels

                        • Work closely with managers to ensure cases are handled according to standards

                          • Provide regular summaries to leadership

                            • Collaborate with the team to create knowledge base articles

                              • Regularly review team member competencies

                                • Maintain procedural requirements such as prioritization, documentation, and communication

                                  • Follow best practices throughout the training and support process

                                    • Ability to adjust priorities in a fast-paced environment

                                      • Able to work outside standard hours when necessary

                                        • Other duties as required

Requirements:

  • Bachelor's Degree in IT or related field preferred, or equivalent experience

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

      • Technical subject matter expert on products related to our service catalog

        • Experience managing complex projects and resources

          • ITIL certification and practice preferred

            • Proven experience managing remote teams

              • Strong written and verbal communication skills

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