Head of Service Delivery & Customer Success

Questronix Corporation; Metro Manila; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Decision making

PM tools

Agile frameworks

Waterfall

Scrum

Kanban

Education

Bachelor's degree or equivalent

Tools

Project management tools

Agile collaboration tools

Job description

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.