Service Delivery Manager – Fixed and Mobile Services

2 days ago

Taguig, National Capital Region, Philippines Ayuda Business Management Solutions Inc. Full time ₱1,080,000 - ₱1,800,000 per year

Service Delivery Manager – Fixed and Mobile Services

The core function of this role is operational excellence and ensuring a seamless customer experience across all service lifecycle events:

    • Service Delivery Scope: Includes Provisioning/Onboarding new services, relocations, modifications, and terminations for both Fixed and Mobile domains.
    • Customer Segment: Focus is exclusively on business clients (Small, Medium, Mid-Market, and Enterprise).
    • Accountability: The manager oversees multiple teams and reports directly to the Fixed and Mobile Leadership teams.

Core Responsibilities

The responsibilities can be grouped into four major pillars:

1. Leadership & People Management

This manager acts as the head of the Service Delivery teams, focusing heavily on performance and talent.

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.

Culture: Championing a culture of accountability, innovation, and continuous improvement.

2. Operational Execution & Risk Management

This involves ensuring daily processes run smoothly and proactively addressing issues that impact service delivery commitments.

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.

Compliance: Ensuring strict adherence to regulatory obligations, such as IPND (Integrated Public Number Database).

3. Stakeholder & Vendor Coordination

The role demands strong communication to align all internal and external parties involved in the service chain.

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.

Driving Accountability: Clearly articulating roles and responsibilities and ensuring accountability when expectations or service levels are not met.

4. Reporting & Continuous Improvement

The manager is responsible for measuring success and driving strategic change.

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

Job Type: Full-time

Pay: Php90, Php150,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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