Service Delivery Manager (BGC, Taguig) | Onsite

TASQ Staffing Solutions; Taguig; On-site; PHP 558,000 - 781,200; Full time

Job summary

A staffing solutions provider seeks a candidate for a leadership role in service delivery management based in BGC, Taguig. The successful applicant must have at least 3 years of leadership experience, with strong communication and technical skills. Responsibilities include overseeing teams for mobile and fixed services, managing performance metrics, and ensuring timely delivery of services. The role requires excellent relationship management with stakeholders and vendors, as well as a focus on continuous improvement in service quality.

Qualifications

• At least 3 years of leadership experience is mandatory.
• Must possess very good communication and leadership skills.
• Experience in managing B2B service delivery, particularly in the telecom sector is essential.

Responsibilities

• Lead and manage teams for fixed and mobile services.
• Set KPIs and conduct performance reviews.
• Oversee order fulfillment processes ensuring timely delivery.
• Monitor daily operations and act as final escalation point.
• Maintain strong relationships with stakeholders and vendors.
• Report on core metrics and lead initiatives for improvement.

Skills

Leadership experience

Communication skills

Technical knowledge

B2B Service Delivery Management

Job description

Work Setup: 100% onsite

Location: BGC Taguig

Schedule: 6am-3pm

NON-NEGOTIABLE REQUIREMENTS

• At least 3 years leadership experience
• Very good communication skills
• Very good leadership skills
• Very good technical knowledge
• Must have experience with B2B Service Delivery Management, Telco account

Responsibilities

• Leadership & People Management
• Team Leadership: Leading and managing teams responsible for both fixed and mobile
  services.
• Performance Oversight: Setting KPIs (Key Performance Indicators), monitoring
  performance, and conducting regular 1:1s, performance reviews, and succession
  planning.
• Operational Execution & Risk Management
• End-to-End Fulfillment: Overseeing the order fulfillment process for both fixed
  services and mobile transitions, ensuring timely delivery according to contractual SLAs (Service Level Agreements).
• Escalation and Analysis: Monitoring daily operations, acting as the final escalation
  point, and performing root cause analysis on obstacles to execute corrective activities.
• Stakeholder & Vendor Coordination
• Coordination: Maintaining strong relationships with customers, vendors, internal
  stakeholders (like Sales and Account teams), and third-party providers.
• Communication: Acting as the escalation point for all stakeholders and translating
  complex concepts concisely for senior management
• Reporting & Continuous Improvement
• KPI Reporting: Monitoring and reporting on core metrics like OTP (On-Time
  Performance), Cycle Time, NPS (Net Promoter Score), Rework, and Productivity.
• Strategic Improvement: Leading strategic initiatives, conducting regular
  retrospectives and process reviews, and developing quality assurance frameworks to
  enhance service quality and operational efficiency