Service Delivery Manager

2 weeks ago

Imus, Calabarzon, Philippines beBeeSupervisor Full time ₱800,000 - ₱1,200,000
Job Overview

We are seeking a highly skilled Service Delivery Leader to oversee our Support team in assessing and assigning cases, routing escalations, and resolving low-level single-touch issues.

The ideal candidate will have a leadership background combined with customer service and minor technical expertise. A problem-solving attitude with the ability to motivate a team to achieve specific measurable KPIs and learning goals is essential.

Main Responsibilities

  • Evaluate team efficiency and effectiveness by managing dashboards for all PODs and assisting with scheduling coverage.

  • Join daily huddles with PODs and train on specific clients and groups of engineers focused on various industries.

  • Triage cases and guide team members on Pager Duty usage.

  • Contribute to POD Manager Escalation numbers and participate in handoff meetings with each shift.

  • Manage POD Teams Channels for interdepartmental communications and escalations.

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

  • Provide a weekend summary report to leadership and work with team to create knowledge base articles for working with clients and handling situations.

  • Conduct regular competency reviews for all team members and uphold procedural requirements related to prioritization, communication, documentation, and escalations.

  • Continually follow best practices throughout the training and technical support process.

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

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.

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