Delivery Excellence Specialist

1 week ago

Makati City, National Capital Region, Philippines beBeeCustomer Full time ₱2,500,000 - ₱3,500,000
Job Title:

Service Delivery Manager

Job Overview

The Service Delivery Manager oversees the management of service delivery teams to ensure timely and high-quality service delivery to clients.

Key Responsibilities:

  • Client Relationship Management: Build and maintain strong relationships with clients, acting as the primary contact for service-related inquiries and concerns.
  • Service Level Agreement (SLA) Management: Monitor adherence to SLAs, identify potential issues, and take corrective actions to ensure timely and quality service delivery.
  • Team Leadership: Lead and motivate service delivery teams, assign tasks, and provide coaching and support to ensure optimal performance.
  • Performance Monitoring: Define key performance indicators (KPIs), track service delivery metrics, and analyze data to identify areas for improvement.
  • Issue Resolution: Manage escalations, investigate service disruptions, and coordinate timely resolution of client issues.
  • Reporting and Communication: Prepare regular performance reports for stakeholders, including client updates on service delivery status and key metrics.
  • Process Improvement: Identify opportunities to optimize service delivery processes, implement changes to enhance efficiency and effectiveness.
Required Skills and Qualifications:

Strong Communication Skills: Excellent written and verbal communication to effectively interact with clients, stakeholders, and team members.

Leadership Abilities: Proven ability to lead and motivate teams, delegate tasks, and foster collaboration.

Analytical Skills: Data analysis skills to interpret performance metrics and identify areas for improvement.

Problem-Solving Skills: Ability to diagnose issues, develop solutions, and manage complex situations effectively.

Customer Focus: Deep understanding of customer needs and commitment to delivering exceptional service.

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