Service Delivery Manager

18 hours ago

Makati City, National Capital Region, Philippines Trends Group, Inc. Full time $90,000 - $120,000 per year

JOB DESCRIPTION:

The Manager is responsible for ensuring the smooth running of our Customers systems and network infrastructure ensuring they get maximum benefits from them. Tasks may include:

  • Problem and Incident management ensuring that ensure SLA's are achieved and client expectations are met (or exceeded).
  • Service transition for customers as services are added or removed.
  • Ensure the company tools and information systems are utilized correctly and relevant information is provided.
  • Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.
  • To build services relationships with clients.
  • Ensure quality and profitable services are performed to the agreed SLA.
  • To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.
  • To ensure reports are provided to an agreed schedule (or on request), including management and account performance reports.
  • Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
  • Responsible for the delivery of services within the SLAs and KPIs.
  • To ensure quality of services.
  • To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
  • Ensure transfer of knowledge to other staff to ensure the Customers systems are understood

  • Work as a team member within the organization to provide a resilient service to our customers

  • Thorough knowledge of managing teams and personnel

  • A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
  • Ability to research subjects, with a commitment to provide continuous improvement
  • To work under pressure and think clearly in challenging situations in a logical manner
  • To be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary, with the ability to work under minimal supervision

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