Global Service Delivery Expert

1 day ago

Makati City, National Capital Region, Philippines beBeeDelivery Full time ₱900,000 - ₱1,200,000
Service Delivery Manager

As a key member of our global team, you will serve as the primary contact point for client-related requests or issues within your designated Global Area. Your responsibilities will include managing major issues, coordinating activities with relevant stakeholders, and providing exceptional service delivery.

Key Responsibilities:
  • Be the main point of contact for regional delivery organizations and internal consulting teams.
  • Act as the first escalation point for complex service delivery issues addressed by clients, performing in-depth analysis and resolving problems.
  • Support project success by providing specific service delivery requirements during design and build phases, ensuring smooth transitions into operations.
  • Collaborate with Service Managers to define Service Level Agreements and KPI contents, reviewing and refining them as needed.
  • Functionally lead more complex delivery units, achieving stated objectives and prioritizing service delivery quality versus client expectations.
  • Monitor and deliver service operational metrics, variance explanation, and root cause identification, implementing remedial actions to prevent incidents.
  • Ensure timely restoration of services in case of major incidents, followed by incident reports and technical analyses.
  • Facilitate continuous improvement of services effectiveness and efficiency, improving problem management applications.
  • Hold regular alignments with other SDMs and key stakeholders, communicating process changes and improvements to clients through Service Managers.
  • Liaise with Architects and third-party providers to capture non-functional requirements and implement solutions.
  • Support service delivery of monitoring and service readiness requirements in collaboration with technical L2 teams.
  • Ensure smooth transitions between implementation and run phases, handing over projects to T&T teams.
Requirements:
  • Proven experience working in collaborative service and operational team structures, ideally in technology and finance business environments.
  • Strong understanding of banking businesses, their interactions, and dependencies on IT services.
  • Knowledge and experience with SLAs, service monitoring methods, and tools.
  • Experience managing and maintaining effective processes and procedures in complex multi-system, multi-site environments.
  • ITIL and/or Cobit 5 Certification is a plus.
  • High prioritizing and decision-making abilities.
  • Ability to interact successfully across different hierarchical levels within customer and provider organizations, analyzing and simplifying complex problems, and effectively communicating solutions.
  • Excellent communication and presentation skills, including persuasion and influence using various communication styles.
  • Ability to facilitate meetings and manage conflicts.
Benefits:

We offer a hybrid and flexible working environment that supports work-life balance while maintaining our vibrant company culture. We are committed to fostering an inclusive environment where you can be your authentic self. Our hiring process is free from bias, and we compensate and promote regardless of origin, age, gender identity, sexual orientation, or any other unique trait.

What We Offer:
  • Professional growth opportunities in a dynamic and supportive team.
  • A chance to contribute to the development of cutting-edge technology and services.
  • Flexible working arrangements to maintain work-life balance.
  • A diverse and inclusive work environment.
  • Competitive compensation and benefits package.

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