Service Delivery Manager

1 day ago

Taguig, National Capital Region, Philippines Cognizant Full time $60,000 - $80,000 per year

Job Summary:The role of the Service Delivery Manager will be overseeing a range of functions to facilitate the delivery of superior services to the end-users. One of the key responsibilities is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. To be able to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.

Responsibilities:Ensure optimal project delivery, in line with targets baselined to meet the client agreed KPI's. Enforce real-time communication with client's vendor manager of the day-to-day status of operations. Ensure daily capacity is aligned with the volume of procedures to be handled within client-vendor agreed SLA's, and strategize & plan long-term capacity planning through volume forecast.

Training plans to be aligned with the client during ramp, and executed seamlessly with the customer – agreed timelines. Maintain regular quality discussions with client POC, to ensure optimal delivery and provide process improvement initiatives. Lead project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets.

Qualifications:Prior experience in managing Retail Banking voice programs is required. Extensive experience in end-to-end service delivery and site leadership. Ability to identify and enable talent within the workforce, and groom for optimal development.

Extensive experience in client-vendor relationship management. Strong organizational skills. Project management and quality control skills.

Excellent verbal and communication skills. Strong ability to liaise and build interpersonal relationships in all corporate functions. Amenable to working in our Taguig site.

Full onsite. Willing to work in mid to night shift.

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