Service Delivery Manager

Overview of Responsibilities

The Service Delivery Manager will orchestrate the operational initiatives of select projects and campaigns, tactically ensuring optimal productivity, efficiency, and client satisfaction. The ideal candidate will have a proven track record in managing customer support teams and delivering projects spanning various domains - i.e. Tech, Shared Services, Data Production, Customer Service, Data Analytics, Fintech, and other similar industries.

Key Responsibilities:

• Customer Support Operational Excellence: Oversee daily customer support operations (with focus in the Tech Support domain). The candidate ensures SLAs are met and KPIs are adhered to. Expected to institutionalize best-developed practices ensuring services are delivered efficiently, consistently and to a high standard.
• Project Management: Ensure all projects are delivered on time, within scope, and within budget while maintaining high-quality standards.
• Maintain accurate and up-to-date operations documentation, including, progress reports, status updates, root cause analysis and post-mortem escalation evaluations.
• Lead risk assessments, develop robust mitigation strategies and contingency plans to curb impact to projects, regularly report risk registers to stakeholders.
• Leadership and Management: Lead, mentor, and develop high-performing and motivated service delivery teams. Set clear goals and expectations, providing regular feedback and performance evaluations.
• Client Management: Build and maintain strong relationships with clients, ensuring their needs are met and exceeded. Main point of contact for client escalations. Conduct regular client reviews to assess and identify opportunities to expand the scope.
• Stakeholder Communication: Maintain regular and effective communication with internal teams, clients, and external partners. Provide timely updates, address concerns, and manage expectations to ensure a clear understanding of campaign status and goals.
• Resource Allocation: Identify and allocate resources required for each project, including personnel, tools, and technologies, while ensuring optimal resource utilization and project efficiency. Strategically optimize roster and schedules to ensure high utilization while ensuring sufficient support coverage.

Qualifications:

• Minimum of 4 years of experience in service delivery management in business process outsourcing (BPO) and shared services.
• Experience in managing any of the following campaign types: Customer Support Operations, Content Moderation, KYC, Data Labelling
• Client portfolio experience in e-commerce, tech platforms, fintech/crypto is preferred (though not a high requirement).
• Strong analytical and problem-solving skills by employing data-driven decision making. Utilized operations and transaction data to review efficiency and customer satisfaction benchmarks comprehensively.
• Have proposed process improvements to management or clients to have an incremental impact on improving effectiveness and leaner operations.
• Exceptional organizational and time management abilities. Ability to adapt to changing priorities and handle multiple client accounts simultaneously.
• Ability to work in a fast-paced and dynamic environment. Understands fluidity of project and organization directions and able to pivot accordingly.
• Amenable to work onsite in both Cavite and BGC Offices
• Bachelor's degree in Business Administration, Operations Management, IT courses or a related field.

Work Environment:

• This is a full-time position.
• Opportunity to work with a dynamic and innovative team in a fast-growing startup environment.
• Full-time employees enjoy benefits such as Medical/Dental/Paid Time Off

Job Type: Full-time

Work Location: In person