Service Delivery Manager, Retail

2 days ago

Quezon City, National Capital Region, Philippines PEOPLE PROFILERS Full time $70,000 - $120,000 per year

Responsibilities:

1. 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.

2. 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 customers leadership, driving satisfaction through proactive communication and responsive service adjustments.

Agile Team Requirements

  • Functionally report into customer product owner and be embedded into customer squad at customer location (Philippines based)
  • Previous experience in Agile Teams and working environments

Required Skills and Experience:

  • Demonstrated experience in Service Delivery Management, specifically in retail POS systems.
  • Strong background in service design and implementation
  • Excellent problem-solving and decision-making abilities
  • Knowledge of IT infrastructure, cloud technologies, and familiarity with POS system operations for retail or convenience store environments.
  • Proficiency in project and service management methodologies (e.g., PMP, ITIL, Agile).
  • Excellent communication and stakeholder management skills, with a focus on aligning team goals with customer objectives.

Preferred Qualifications:

  • Bachelors degree in information technology, Business, or a related field.
  • Experience working in an Agile Team Structure
  • Certifications in PMP, ITIL, or Agile methodologies.
  • Prior experience in managing POS systems for large-scale retail environments.
  • Prior experience in convenience & fuel related software development and deployment will be considered favourably

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Kindly email your resume in a detailed Word format to

People Profilers Pte Ltd

  • 20 Cecil Street, #08-09, Plus Building, Singapore 049705
  • EA Licence Number: 02C4944
  • EA Registration Number: R
  • EA Personnel: Franzizca Mah

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