Service Delivery Manager

2 days ago

Makati City, National Capital Region, Philippines Questronix Corporation Full time ₱1,500,000 - ₱2,500,000 per year

Job Description:

  • Client Relationship Management: 
    • Building and maintaining strong relationships with clients, acting as the primary contact for service-related inquiries and concerns.  
  • Service Level Agreement (SLA) Management: 
    • Monitoring adherence to SLAs, identifying potential issues, and taking corrective actions to ensure timely and quality service delivery.  
  • Team Leadership: 
    • Leading and motivating service delivery teams, assigning tasks, and providing coaching and support to ensure optimal performance.  
  • Performance Monitoring: 
    • Defining key performance indicators (KPIs), tracking service delivery metrics, and analyzing data to identify areas for improvement.  
  • Issue Resolution: 
    • Managing escalations, investigating service disruptions, and coordinating timely resolution of client issues.  
  • Reporting and Communication: 
    • Preparing regular performance reports for stakeholders, including client updates on service delivery status and key metrics.  
  • Process Improvement: 
    • Identifying opportunities to optimize service delivery processes, implementing changes to enhance efficiency and effectiveness.  
  • Budget Management: 
    • Monitoring service delivery costs, identifying potential cost-saving measures, and managing budgets within allocated limits.  
  • Stakeholder Management: 
    • Collaborating with cross-functional teams across the organization to ensure alignment with service delivery objectives.  

Requirements

Qualifications:

  • Bachelor's degree in a related field (e.g., computer science, engineering, business administration) or equivalent work experience.
  • At least 1 year of proven experience as a Delivery Lead or Project Manager.
  • Strong understanding of waterfall, agile methodologies, including Scrum, Kanban, and other related practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Proficiency in project management tools and agile collaboration tools

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