Service Delivery Operations Lead

2 weeks ago

Porac, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000
Job Overview

The Role of a Service Delivery Supervisor involves leading and managing teams to deliver exceptional service to clients.

This position requires strong leadership, customer service, and technical expertise skills. The ideal candidate will be responsible for managing complex projects, clients, partners, and organizations, and will be expected to motivate and lead a team to achieve specific measurable goals and learning objectives.

  • Manage the Support team to work towards departmental goals in an efficient and effective manner.
  • Assist with scheduling coverage for all PODs.
  • Join all-day huddles with PODs to discuss progress and challenges.
  • Train on specific clients and groups of engineers focused on various industries.
  • Triage cases promptly and effectively.
  • Guide team members on using Pager Duty and other technical tools.
  • Contribute to reducing Escalation numbers for POD Managers.
  • Participate in handoff meetings with each shift to ensure smooth transitions.
  • Manage interdepartmental communications and escalations through POD Teams Channel.
  • Work closely with Service Delivery Managers to ensure cases are handled according to company standards.
  • Provide regular summary emails to leadership on weekend performance.
  • Collaborate with the team to create knowledge base articles on client relationships and situation handling.
  • Regularly review competency of team members.
  • Uphold procedural requirements related to prioritization, communication, documentation, and escalation management.
  • Adopt best practices throughout the training and support process.
  • Ability to adapt priorities and balance responsibilities in a fast-paced environment.

Requirements:

Skills and Qualifications:

  • Bachelor's Degree in Information Technology or related field preferred, or equivalent combination of education and relevant experience.
  • Managerial experience; call center or managed services background preferred.
  • Technical subject matter expert on MSP products related to our 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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