Service Delivery Manager

JOB SUMMARY

The Service Delivery Manager acts as a bridge between the service provider and the client, overseeing the entire service delivery process to ensure that agreed-upon services are delivered efficiently, effectively, and in accordance with the established services.

PRIMARY DUTIES & RESPONSIBILITIES:

1. Work, collaborate with and assist the Director for BTS in the performance of the following responsibilities:

• Supervise, mentor and manage the managers within the business unit.
• Maintain relationships with clients, partners and other stakeholders.
• Manage the profits and losses of the business unit.
• Develop goals and initiatives to direct the business unit relating to company's course.
• Guide managers on implementing company initiatives and policies that affects the business unit.
• Evaluate the business unit processes and procedures to solve issues within them.
• Ensure business operations are implemented based on established procedures.
• Maintain regulatory records and paperwork.

2. Track project progress and report the same to the Director.

3. Supervise the daily operations and monitor improvement opportunities.

4. Identify customer needs and oversee service delivery within the business context.

5. Lead the service delivery team, manage conflict, and ensure the team's processes and tasks are carried out efficiently.

6. Determine ways to reduce costs without sacrificing customer satisfaction.

7. Assess customer feedback and use creativity to establish, improve, and refine services.

8. Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for possible issues.

9. Oversee the projects and their managers assigned to the unit to ensure client expectations and deliverables are met.

JOB SPECIFICATION

Academic Qualification: Bachelor's Degree in Business Management, Economics, IT/Computer Science, or any of its equivalent

WORK EXPERIENCE:

• With at least 3-year experience as a Service Delivery Head or equivalent position preferably in an IT project or BPO environment.
• With experience in program governance and management
• Experience in customer service, leadership, and logistics may be advantageous.
• Knowledge in ITIL, Six Sigma and PMBOK is a plus.
• Good computer skills and the ability to use business support software.
• Strong customer service, project management, and quality control skills.
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.