Customer Success & Service Delivery Leader

Questronix Corporation; Philippines; Vor Ort; PHP 558.000 - 781.200; Vollzeit

Zusammenfassung

A leading service delivery company in Metro Manila is looking for a Service Delivery Manager. This role involves client relationship management, service level adherence, and leading teams to optimize performance metrics. The ideal candidate possesses strong communication skills, leadership abilities, and a commitment to excellent customer service. Join us to enhance service delivery in a dynamic environment.

Qualifikationen

• Excellent written and verbal communication to interact with clients and team.
• Proven ability to lead and motivate teams and foster collaboration.
• Data analysis skills to interpret performance metrics.
• Ability to diagnose issues and develop solutions.
• Deep understanding of customer needs and commitment to service.

Aufgaben

• Building and maintaining relationships with clients.
• Monitoring adherence to SLAs and taking corrective actions.
• Leading and motivating service delivery teams.
• Defining KPIs and analyzing data for improvement.
• Managing escalations and coordinating issue resolution.
• Preparing regular performance reports for stakeholders.
• Identifying opportunities to optimize service delivery.
• Monitoring service delivery costs and managing budgets.
• Collaborating with cross-functional teams.

Kenntnisse

Strong Communication Skills

Leadership Abilities

Analytical Skills

Problem-Solving Skills

Customer Focus

Jobbeschreibung

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.

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