Service Delivery Lead: Customer Experience & Quality

Systems and Software Consulting Group Inc.; Makati; On-site; PHP 1,674,000 - 2,344,000; Full time

Job summary

Systems and Software Consulting Group Inc. is seeking a Service Delivery Manager to lead end-to-end service delivery across Customer Service, Professional and Technical Services, and QA.

You will collaborate with Sales, Marketing, and Technical Operations to align initiatives with business goals and drive service quality. The ideal candidate balances technical expertise with operational leadership and a customer-focused mindset, guiding teams, managing escalations, and shaping SOPs to improve

Qualifications

• We are looking for a leader who can effectively balance technical expertise, operational management, customer service, and strategic thinking, while working collaboratively across different teams.

Responsibilities

• Supervise daily Customer Service and Helpdesk operations.
• Ensure prompt and effective support aligned with SLA commitments.
• Develop and monitor service metrics and team performance.
• Manage escalations and implement customer-focused solutions.
• Lead the implementation of technical solutions being evaluated as potential long-term offerings.
• Collaborate with internal teams to align technical deployments with business priorities.
• Assess the feasibility, cost-efficiency, and scalability of pilot implementations.
• Oversee QA activities to ensure consistent product and service quality.
• Ensure timely execution of quality audits, testing, and continuous improvement initiatives.
• Analyze QA and operational data to identify risks and improvement opportunities.
• Provide technical expertise during pre-sales engagements, solution positioning, and client consultations.
• Support the development of technical documentation, product knowledge materials, and bid proposals.
• Coordinate with Technical Operations to ensure proper resource allocation for service delivery and project implementation.
• Facilitate smooth handoffs between Business Development, Service, and Technical teams.
• Review existing workflows and recommend improvements to enhance service delivery, operational efficiency, and compliance.
• Develop, implement, and maintain SOPs, work instructions, and service documentation.
• Initiate improvement programs based on performance metrics, customer feedback, and QA results.
• Lead cross-functional teams and unit heads in achieving service delivery objectives aligned with company strategy.
• Foster a culture of accountability, innovation, and continuous improvement.
• Present operational insights, recommendations, and improvement proposals to senior management.

Skills

Technical expertise

Operational management

Customer service

Strategic thinking

Job description

Systems and Software Consulting Group Inc. is seeking a Service Delivery Manager to lead end-to-end service delivery across Customer Service, Professional and Technical Services, and QA.

You will collaborate with Sales, Marketing, and Technical Operations to align initiatives with business goals and drive service quality. The ideal candidate balances technical expertise with operational leadership and a customer-focused mindset, guiding teams, managing escalations, and shaping SOPs to improve