Service Delivery Supervisor

4 days ago

Cebu City, Central Visayas, Philippines Thrive Full time $104,000 - $130,878 per year

Shift - Sat, Sun, Mon 7am - 8pm ET and Tues, 7am - 11am ET

About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a hard work, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE

Position Overview
As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI's and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.

Primary Responsibilities

  • Ensure team is working toward departmental goals in the most efficient and effective manner including:
  • Dashboard Management for all PODs
  • Assist with scheduling coverage
  • Join all day huddle with PODs
  • Train on specific clients and groups of engineers focused on various industries
  • Triage cases
  • Guide team members on Pager Duty usage
  • Contribute to POD Manager Escalation numbers
  • Participate in handoff meetings with each shift
  • Manage POD Teams Channel's for interdepartmental communications and escalations
  • Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards
  • Provide a weekend Summary email to leadership
  • Work with team to create knowledge base articles for working with clients and handling various situations
  • Contribute regular competency reviews for all team members
  • Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
  • Continually follow best practices through the entire training and technical support process
  • Ability to adjust priorities and balance responsibilities in a fast-paced environment
  • Available to work outside of standard hours when necessary or as part of on call rotation if applicable
  • Other duties as required

Qualifications

  • Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
  • 1-3 years of managerial experience; call center or managed services experience preferred
  • Technical subject matter expert on MSP products as they relate to Thrive's service catalog
  • Experience managing complex projects, clients, partners, and organizations
  • ITIL certification and practice preferred
  • Proven experience managing remote resources
  • Strong written and verbal communication skills

  • Technical Services Supervisor

    2 days ago

    Cebu City, Central Visayas, Philippines Power Mac Center Full time ₱800,000 - ₱1,200,000 per year

    Role DescriptionThis is a full-time onsite role for a Technical Services Supervisor at Power Mac Center located in Robinsons Galleria Cebu. The Technical Services Supervisor will oversee technical support operations, provide troubleshooting assistance, and ensure the delivery of high-quality technical services. Daily responsibilities include supervising...

  • Delivery Driver

    1 week ago

    Cebu City, Central Visayas, Philippines Bibo Family Entertainment Center Inc. Full time ₱300,000 - ₱450,000 per year

    The Delivery Driver for 6-Wheeler Truck is responsible for the safe and efficient transport of goods to customers, warehouses, or branches. This role involves operating a 6-wheeler truck, ensuring accurate deliveries, and maintaining the vehicle in good working condition.Key Responsibilities:Safely operate a 6-wheeler truck to deliver goods on assigned...

  • Delivery Driver

    4 days ago

    Cebu City, Central Visayas, Philippines GameOne PH Full time ₱150,000 - ₱180,000 per year

    The Logistics/Delivery Driver is responsible for safely transporting goods from the warehouse to customers, stores, or other locations. The role includes loading and unloading items, maintaining delivery schedules, and ensuring customer satisfaction through safe and timely deliveries.Key Responsibilities:Deliver products to designated locations on time and...

  • Service Delivery Coordinator

    2 days ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Outsourcing Service Delivery TasksProcess PurposeTo improve efficiency in order updates and manage the increasing complexity of order support for in-house staff by outsourcing standardized tasks to CallTek.Process ScopeOutsourcing service delivery tasks, including order processing, provisioning support, and provider coordination.Process InputsSAP Order Queue...

  • Director, Service Delivery

    4 days ago

    Cebu City, Central Visayas, Philippines TTEC Full time $60,000 - $80,000 per year

    Director, Service DeliveryStartFragmentYour potential has a place here with TTEC's award-winning employment experience. As a Director - Service Delivery working onsite in Cebu IT Park, Philippines you'll be a part of bringing humanity to business. #experienceTTECWhat You'll be DoingLooking for an opportunity to manage client relationships? Do you have a...

  • Operations Supervisor

    2 days ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions Inc. Full time ₱40,000 - ₱60,000 per year

    Operations Supervisor – Retail AccountLocation: Cebu CityWork Setup: Onsite | Shifting Schedule | Night ShiftShape Success Through Strong LeadershipWe are seeking a skilled and driven Operations Supervisor to oversee a team of Customer Service Representatives in our Retail account. This role involves managing day-to-day performance, coaching and developing...

  • Customer Service Supervisor

    2 days ago

    Lapu-Lapu City, Central Visayas, Philippines Sto. Niño de Cebu Finance Corp. Full time ₱144,000 - ₱600,000 per year

    Accelerate your career and be the newest member of our growing family here at SKYGOWe are looking for→ Customer Service Supervisor: The Customer Service Supervisor leads a team of Customer Service Representatives (CSRs) to ensure high quality service delivery, compliance with policies, and achievement of operational targets. This role involves staff...

  • Logistics Supervisor

    2 days ago

    Cebu City, Central Visayas, Philippines KN Express Full time ₱216,000 - ₱240,000 per year

    Key Responsibilities:Will enter into partnerships and transactions with bus terminals.Supervise, train, and coordinate the activities of logistics.Monitor inbound and outbound shipments to ensure accuracy and timeliness.Implement and improve logistics strategies, policies, and procedures.Coordinate with procurement, sales, and customer service departments to...

  • Restaurant Shift Supervisor

    1 week ago

    Cebu City, Central Visayas, Philippines JCL Restaurants Full time ₱400,000 - ₱800,000 per year

    Our company is looking for a Restaurant Shift Supervisor.Job Qualifications:With experience but not necessaryFresh graduates may applyStrong leadership and communication skillsHighly organized and able to maintain accurate recordsExcellent customer service skillsJob Responsibilities:Supervise shift operations to ensure they meet productivity targets and...

  • Delivery Helper

    4 days ago

    Mandaue City, Central Visayas, Philippines Rotary Trading Corporation Full time ₱22,132 per year

    The Delivery Assistant is responsible for assisting in the loading, unloading, and proper handling of shipments. This role supports the driver in delivery coordination and ensures compliance with warehouse outbound procedures to prevent pilferage, maintain accurate documentation, and report any discrepancies.Loading and Unloading Shipments:Assists in loading...