Service Excellence Leader

1 day ago

Manila, National Capital Region, Philippines beBeeLeadership Full time ₱800,000 - ₱1,500,000
Job Overview

The Service Delivery Manager plays a critical role in leading the delivery of Fixed and Mobile services for Enterprise & Business customers.

  • This leadership position is responsible for driving operational excellence, enhancing customer satisfaction, and ensuring seamless coordination across service delivery functions, including customer relocations, service modifications and terminations, mobile service onboarding and changes, exceptions management and administrative operations.
About the Role

We are seeking a strategic and results-oriented Service Delivery Manager to lead multiple teams, optimizing performance, managing escalations, and leading continuous improvement initiatives.

  • The Manager will oversee the execution of Fixed and Mobile Service Provisioning requests, delivering exceptional customer experiences across all Enterprise & Business customer segments.
Key Responsibilities
  • Lead and manage Service Delivery teams across Fixed and Mobile domains.
  • Set clear objectives, monitor KPIs, and drive business success through effective oversight and alignment.
  • Monitor team performance, provide regular reports, and proactively address areas for improvement through coaching and targeted development strategies.
  • Conduct regular performance reviews, 1:1s, succession planning, and talent development.
  • Champion a culture of accountability, innovation, and continuous improvement.
  • Monitor daily operations and ensure timely resolution of escalations, complex orders, and customer issues.
Fixed Services Management
  • Oversee order fulfillment processes to ensure timely delivery in accordance with customer commitments and contractual SLAs.
  • Coordinate end-to-end delivery of requested/contracted services from receipt to customer handover.
  • Proactively mitigate risks to prevent customer impacts, penalties, and rebates due to non-performance.
  • Collaborate cross-functionally to drive efficiency and maintain compliance with service level agreements or committed delivery dates.
  • Oversee and ensure compliance with regulatory obligations at all times.

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