
Service Delivery Manager
2 days ago
Responsibilities
Initial Service Design and Implementation (Establishment Phase):
- Function Design & Strategy Development: Develop and implement the service delivery function, identifying gaps, establishing strategic plans, and aligning service structures with customer objectives.
- Stakeholder Engagement: Act as the primary liaison with internal and external stakeholders, ensuring alignment and clear expectations throughout the setup process.
- Transition to Steady-State Operations: Oversee setup of service management processes, operational readiness, and transition planning.
Ongoing Service Management (Operational Phase):
- Service Management & Improvement: Oversee the day-to-day managed service operations and POS platform operations.
- Regularly review processes for efficiency and effectiveness, implementing improvements as required.
- Identifying needs. Determining the need for updates and upgrades for the customer.
- SLA & Performance Management: Ensure SLA compliance, monitor service performance metrics, and make data-driven adjustments to maintain or improve service levels. The SDM will monitor indicators to guarantee that systems, procedures, and methodologies are in place to support outstanding service delivery
- Financial Management: Manage budgets and expenses related to the service, ensuring financial objectives align with customer contracts and internal goals.
- Quality Assurance: Lead efforts to maintain high-quality service delivery by monitoring KPIs, managing risks, and implementing quality control measures.
- Customer Relationship Management: Serve as the escalation point and trusted advisor for the customer's leadership, driving satisfaction through proactive communication and responsive service adjustments.
Requirements.
- At least 5 years experience as Service Delivery Manager
- Proven Service Delivery Management experience, ideally in the retail industry and specifically with POS systems.
- Experience in service design and implementation, including transitioning from project deployment to steady-state operations.
- Strong SLA / KPI management capabilities, with a track record of monitoring performance and driving continuous improvement.
- Solid technical knowledge of POS systems, IT infrastructure, and cloud technologies.
- Proficiency in project and service management methodologies such as ITIL, PMP, or Agile.
- Excellent stakeholder management and communication skills, capable of engaging with both customer leadership and technical/operations teams.
- Strong problem-solving and incident management skills, able to make sound decisions under pressure.
- Based in the Philippines, with the ability to embed within a customer squad and work on-site.
Preferred Qualifications
- Hands-on experience managing POS systems for large-scale retail or convenience store chains.
- Background in POS vendors or large SI companies handling retail solutions.
- Experience in convenience and fuel-related system operations or deployments.
- Professional certifications such as PMP, ITIL, or Agile/Scrum Master.
- Prior experience working in Agile team structures, closely collaborating with product owners and squads.
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