Service Delivery Manager

2 days ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱1,200,000 - ₱3,600,000 per year


Work Setup: 100% onsite

Location: BGC Taguig

Schedule: 6am-3pm

NON-NEGOTIABLE REQUIREMENTS:

  • At least 3 years leadership experience
  • Very good communication skills
  • Very good leadership skills
  • Very good technical knowledge
  • Must have experience with B2B Service Delivery Management, Telco account

Responsibilities:

  • Leadership & People Management
  • Team Leadership: Leading and managing teams responsible for both fixed and mobile
    services.
  • Performance Oversight: Setting KPIs (Key Performance Indicators), monitoring
    performance, and conducting regular 1:1s, performance reviews, and succession
    planning.
  • Operational Execution & Risk Management
  • End-to-End Fulfillment: Overseeing the order fulfillment process for both fixed
    services and mobile transitions, ensuring timely delivery according to contractual SLAs
    (Service Level Agreements).
  • Escalation and Analysis: Monitoring daily operations, acting as the final escalation
    point, and performing root cause analysis on obstacles to execute corrective activities.
  • Stakeholder & Vendor Coordination
  • Coordination: Maintaining strong relationships with customers, vendors, internal
    stakeholders (like Sales and Account teams), and third-party providers.
  • Communication: Acting as the escalation point for all stakeholders and translating
    complex concepts concisely for senior management
  • Reporting & Continuous Improvement
  • KPI Reporting: Monitoring and reporting on core metrics like OTP (On-Time
    Performance), Cycle Time, NPS (Net Promoter Score), Rework, and Productivity.
  • Strategic Improvement: Leading strategic initiatives, conducting regular
    retrospectives and process reviews, and developing quality assurance frameworks to
    enhance service quality and operational efficiency

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