Service Delivery Lead

1 week ago


Barcelona, Philippines beBeeLeadership Full time ₱2,500,000 - ₱4,000,000
Job Description

The ideal candidate will oversee our Support team, assessing and assigning cases, routing escalations, and resolving low-level issues.

This role requires a leadership background combined with customer service and technical expertise. The successful applicant should be able to motivate their team to achieve specific measurable KPIs and learning goals.

  • Ensure the team is working towards departmental goals in an efficient and effective manner.

  • Manage dashboard for all teams, assist with scheduling coverage, join daily huddles, and train on specific clients and groups of engineers.

  • Triage cases, guide team members on Pager Duty usage, contribute to escalation numbers, and participate in handoff meetings.

  • Manage team channels for interdepartmental communications and escalations, work closely with Service Delivery Managers, and provide weekend summary emails to leadership.

  • Contribute to regular competency reviews, uphold procedural requirements, and continually follow best practices.



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