Service Delivery Manager

2 days ago

Pasig, National Capital Region, Philippines Quess Full time ₱1,440,000 per year

The Service Delivery Manager is responsible for planning, delivering, operating, monitoring, and maintaining stable, secure, and responsive support for assigned client(s) across specific service areas, in accordance with contractual agreements (e.g., Inter-Business Unit Agreements, Operational Frameworks, Service Level Agreements, etc.).

This role includes preparing recommendations for service improvements, managing escalations, and implementing preventive measures to ensure smooth service delivery.

The Service Delivery Manager focuses on service quality, customer satisfaction, team performance, and cost efficiency.

Requirements:

  • Experience in handling multilingual
  • At least 2 years being a manager
  • Solid experience handling BPO Service Desk accounts
  • ITIL trained or certified
  • Experience in handling financials (profit&loss)
  • With experience handling client accounts

Key Responsibilities:

  • Manage overall service delivery to achieve the agreed Service targets
  • Establish and maintain good working relationships with the customer, suppliers and other stakeholders, at both strategic and operational levels, including any parts of the service provided by internal or external subcontractors
  • Monitor and report on financial performance, ensure margins are achieved and if necessary, margin improvement plans are put in place proactively, as needed
  • Monitor service component Quality, Capacity, Availability, Incidents & Problem trends and initiates actions
  • Ensuring protection of Client and CGI assets & components by tight control of Configurable Items and related information
  • Service continuity planning and implementation
  • Participate in Service delivery reviews and closures of audit/review findings
  • Lead and drive Continual Service improvement initiatives to achieve full Client and Shareholder outcomes
  • Ensure that service change is properly managed, with cost and timescale adjustments passed on to the customer using an agreed documented procedure, and that work that is not covered by the contract is only undertaken with prior approval by the customer and appropriate charges are applied
  • Ensure the members are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

  • Additional leave
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • Are you open to a 100% onsite work setup, requiring you to report to the Pasig office?
  • Are you ITIL trained or certified?
  • How many years of experience do you have handling multilingual support? Kindly specify the number of years and the languages involved.
  • How many years of experience do you have in handling financials (profit&loss)?
  • How many years of experience do you have handling client accounts?
  • Are you amenable to working on a night shift?

Education:

  • Bachelor's (Required)

Work Location: In person

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