Service Delivery Manager

1 week ago

Taguig, National Capital Region, Philippines BUNCH Full time $104,000 - $130,878 per year

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.

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