Service Delivery Lead

5 days ago

Cebu City, Central Visayas, Philippines BEST CAREERS AND OPPORTUNITIES Full time

Job Title: Service Delivery Lead

Job Description:

We are seeking a highly skilled Service Delivery Lead to join our team at Best Careers and Opportunities. As a key member of our organization, you will be responsible for ensuring excellent customer service delivery of all technology solutions and products to clients.

Key Responsibilities:

  1. Oversee and manage service delivery by meeting all contractual/SLA commitments, ensuring contract compliance and adherence, and reviewing and driving appropriate actions on internal and external audit findings.
  2. Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines.
  3. Ensure that service credits, performance incentives, penalty, and penalty waivers are incorporated in the invoices.
  4. Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project.
  5. Monitor and review delivery dashboards/MIS across accounts to track progress, forecast performance, and identify potential red flags.
  6. Participate and share account performance across operational, quality, and fulfillment parameters with internal/external stakeholders and senior leadership.
  7. Ensure regular invoicing as per the contract terms and conditions and performance.
  8. Manage and resolve complex project escalations, potential risks, or early warning signs on project delivery to eliminate any revenue leakage.
  9. Act as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis.
  10. Escalate issues with financial implications on the account to Account Head and other senior stakeholders.
  11. Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems.
  12. Responsible for establishing, leading, and maintaining a skilled team of all delivery resources for an account on a daily basis.
  13. Plan training batches to backfill client deliveries during crucial periods.
  14. Ensure retention by offering relevant trainings and certifications of all allocated resources.
  15. Ensure Process Excellence.
  16. Partner with the assigned black belt for the account on regular basis to get feedback on account performance.
  17. Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins.
  18. Present the business case for such initiatives to the clients to get their buy-in if required.
  19. Drive and implement structured cadence around quality, both process and transactional.
  20. Conduct periodic meetings with clients and delivery teams - daily status updates, service level requirement reviews, continuous improvement, change control, and other informal meetings to share focus points, progress, and successes.
  21. Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account.

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