Service Delivery Team Lead

6 days ago

Mandaluyong City, National Capital Region, Philippines beBeeDelivery Full time ₱400,000 - ₱750,000
Key Performance Supervisor Role

Job Overview:

The Service Delivery Supervisor oversees the Support team's performance in case assessment and assignment, escalation management, and low-level single-touch case resolution.

Key Responsibilities:

  • Ensure efficient departmental goal alignment by managing team workflow and optimizing dashboard management for all PODs.

    • Assist with scheduling coverage to minimize disruptions.

  • Join daily POD meetings and participate in cross-functional training on specific clients and engineer groups focused on various industries.

    • Develop skills in triage cases and guide team members on PagerDuty usage.

  • Contribute to POD Manager Escalation numbers by tracking and addressing key performance indicators.

    • Participate in handoff meetings with each shift to ensure seamless communication and knowledge transfer.

  • Manage interdepartmental communications and escalations through the POD Teams Channel.

    • Work closely with Service Delivery Managers to ensure Thrive standards are met in case handling.

  • Provide weekly summary reports to leadership on team performance.

    • Collaborate with the team to create knowledge base articles on client interactions and situation handling.

  • Conduct regular competency reviews for all team members to identify areas for growth.

    • Maintain adherence to procedural requirements, including prioritization, communication, documentation, and escalation processes.

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

    • Demonstrate adaptability in a fast-paced environment, adjusting priorities as needed to balance responsibilities.

  • Be available to work outside standard hours when required or as part of an on-call rotation.

Requirements:

  • A Bachelor's Degree in Information Technology or a related field is preferred, or an equivalent combination of education and relevant work experience.

1-3 years of managerial experience; call center or managed services experience is highly desirable.

  • Technical expertise in MSP products as they relate to Thrive's service catalog is essential.

Experience managing complex projects, clients, partners, and organizations is crucial.

  • ITIL certification and practice are highly valued.

Proven experience managing remote resources is necessary.

  • Strong written and verbal communication skills are essential for success in this role.

Company Culture:

Thrive offers a dynamic technology solutions provider environment that focuses on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture and customer-centric approach enable us to stand out among peers.

Thrive seeks individuals who view their weekdays as opportunities to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a hard work, play hard environment that offers guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE.

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