Service Delivery Manager

Questronix Corporation 2; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Questronix Corporation 2 is seeking a seasoned service delivery leader to manage client relationships and ensure top-quality service delivery with adherence to SLAs.

You will lead delivery teams, monitor KPIs, coordinate issue resolution, and report progress to stakeholders while driving continuous process improvements and budget discipline.

Qualifications

• Excellent written and verbal communication to effectively interact with clients, stakeholders, and team members.
• Proven ability to lead and motivate teams, delegate tasks, and foster collaboration.
• Data analysis skills to interpret performance metrics and identify areas for improvement.
• Ability to diagnose issues, develop solutions, and manage complex situations effectively.
• Deep understanding of customer needs and commitment to delivering exceptional service.

Responsibilities

• Building and maintaining strong client relationships, acting as the primary contact for service-related inquiries and concerns.
• Monitoring adherence to SLAs, identifying potential issues, and taking corrective actions to ensure timely and quality service delivery.
• Leading and motivating service delivery teams, assigning tasks, and providing coaching and support to ensure optimal performance.
• Defining KPIs, tracking service delivery metrics, and analyzing data to identify areas for improvement.
• Managing escalations, investigating service disruptions, and coordinating timely resolution of client issues.
• Preparing regular performance reports for stakeholders, including client updates on service delivery status and key metrics.
• Identifying opportunities to optimize service delivery processes, implementing changes to enhance efficiency and effectiveness.
• Monitoring service delivery costs, identifying potential cost-saving measures, and managing budgets within allocated limits.
• Collaborating with cross-functional teams across the organization to ensure alignment with service delivery objectives.

Skills

Strong Communication Skills

Leadership Abilities

Analytical Skills

Problem-Solving Skills

Customer Focus

Job description

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.

Requirements

Qualifications:

• Strong Communication Skills:




• Excellent written and verbal communication to effectively interact with clients, stakeholders, and team members.




• Leadership Abilities:




• Proven ability to lead and motivate teams, delegate tasks, and foster collaboration.




• Analytical Skills:




• Data analysis skills to interpret performance metrics and identify areas for improvement.




• Problem-Solving Skills:




• Ability to diagnose issues, develop solutions, and manage complex situations effectively.




• Customer Focus:




• Deep understanding of customer needs and commitment to delivering exceptional service.