Operational Excellence Leader

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeLeadership Full time ₱800,000 - ₱1,000,000
Job Overview

The Service Delivery Supervisor plays a pivotal role in ensuring seamless team operations, driving efficiency and effectiveness in achieving departmental goals.

Key Responsibilities

  • Lead team performance, optimize workflow, and drive results through data-driven decision making.

  • Analyze dashboards for PODs, schedule coverage, and participate in daily huddles to maintain alignment and momentum.

  • Develop client-specific training programs and guide engineers on technical expertise tailored to various industries.

  • Triage cases, mentor team members on Pager Duty usage, and contribute to POD Manager Escalation metrics.

  • Engage in handoff meetings with each shift, manage POD Teams Channels, and collaborate closely with Service Delivery Managers.

  • Deliver regular weekend summary reports, work with teams to create knowledge base articles, and contribute competency reviews.

  • Maintain procedural compliance, adhere to best practices, and adapt priorities in fast-paced environments.

Additionally, the incumbent may be required to perform other duties as needed.

Requirements

  • Bachelor's degree in Information Technology or related field is preferred.

  • 1-3 years of managerial experience, preferably in call centers or managed services.

  • Technical subject matter expert on MSP products.

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

  • ITIL certification and practice are desirable.

  • Proven experience managing remote resources.

  • Strong written and verbal communication skills.

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