Service Delivery Manager

Questronix Corporation; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Questronix Corporation in the Philippines seeks a Delivery Lead/Project Manager to oversee client relationships, SLA compliance, and service delivery. You will lead and coach teams, drive process improvements, and manage budgets while ensuring timely resolutions of issues.

The role requires a degree or equivalent, plus 1+ year in delivery leadership; strong knowledge of waterfall and agile (Scrum/Kanban), and excellent communication with stakeholders.

Qualifications

• Bachelor's degree in a related field (e.g., computer science, engineering, business) 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.

Responsibilities

• Client Relationship Management: Building and maintaining strong relationships with clients and acting as the primary contact for service inquiries.
• SLA Management: Monitor adherence to SLAs and drive timely, quality service delivery.
• Team Leadership: Lead and coach service delivery teams, assign tasks, and motivate performance.
• Performance Monitoring: Define KPIs and track metrics to identify improvement areas.
• Issue Resolution: Manage escalations and coordinate timely resolution of client issues.
• Reporting and Communication: Prepare regular performance reports for stakeholders and client updates.
• Process Improvement: Identify opportunities to optimize service delivery processes and implement changes.
• Budget Management: Monitor costs and identify cost-saving measures within budget.
• Stakeholder Management: Collaborate with cross-functional teams to align with service delivery objectives.

Skills

Waterfall

Agile methodologies

Scrum

Kanban

Leadership

Communication

Problem-solving

Decision making

PM tools

Agile collaboration tools

Education

Bachelor's degree in related field

Tools

PM tools

Agile collaboration tools

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:

• 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