Customer Success & Service Delivery Leader

Questronix Corporation; Metro Manila; Sur place; PHP 1 000 000 - 1 600 000; Plein temps

Résumé du poste

Questronix Corporation in Metro Manila is seeking a Delivery Lead to manage client relationships and oversee service delivery. You will drive SLA adherence, lead delivery teams, monitor performance, and coordinate issue resolution to ensure timely, high-quality outcomes.

Responsibilities include reporting to stakeholders, identifying process improvements, and managing budgets within allocated limits, while collaborating with cross-functional teams across the organization.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• At least 1 year of proven experience as a Delivery Lead or Project Manager.
• Strong understanding of waterfall and agile methodologies, including Scrum and Kanban.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in project management tools and agile collaboration tools.

Responsabilités

• Client Relationship Management: build and maintain strong client relationships and serve as primary contact for service inquiries.
• SLA Management: monitor SLA adherence and take corrective actions for timely, quality service.
• Team Leadership: lead service delivery teams, assign tasks, and coach for performance.
• Performance Monitoring: define KPIs, track metrics, and analyze data for improvements.
• Issue Resolution: manage escalations and coordinate timely resolutions.
• Reporting And Communication: prepare performance reports for stakeholders and client updates.
• Process Improvement: identify opportunities to optimize processes and implement changes.
• Budget Management: monitor costs and identify potential savings within budgets.
• Stakeholder Management: collaborate with cross-functional teams to align objectives.

Connaissances

Leadership

Communication

Interpersonal skills

Problem solving

Decision making

PM tools

Agile frameworks

Waterfall

Scrum

Kanban

Formation

Bachelor's degree or equivalent

Outils

Project management tools

Agile collaboration tools

Description du poste

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