Service Delivery Manager

Service Delivery Manager

Telna

Philippines (Remote)

** This position is remote for candidates specifically located in the Philippines **

Overview

Key responsibilities include monitoring and improving service performance, coordinating across teams, ensuring adherence to Service Level Agreements (SLAs), and driving operational performance through process improvements and continuous feedback.

Key Roles and Responsibilities:

Service Performance & Improvement:

● Identify opportunities for service improvement and implement best practices.

● Monitor service performance against SLAs using KPIs and reporting tools.

● Proactively identify risks of SLA breaches and take corrective/preventive measures.

● Ensure timely communication of SLA compliance reports to internal teams and customers.

● Escalate internally when SLA performance is at risk, driving teams to resolution.

● Track corrective and preventive actions (CAPA) to closure, ensuring no recurrence.

● Identify trends in incidents, SLA breaches, or recurring customer pain points. Maintain accurate records of SLA reports, RCAs, and customer-facing communications.

● Manage, analyze, and report on CSAT and NPS survey results, identifying trends, key drivers of customer satisfaction/dissatisfaction, and areas for service improvement.

Customer and Client Relationship Management:

● Build and maintain strong, trust-based relationships with the client's key stakeholders.

● Act as the primary escalation point for service-related issues, ensuring prompt and effective resolution.

● Build strong relationships with customers, and internal teams.

● Service Delivery Managers (SDMs) will be assigned Platinum customers, acting as the dedicated point of accountability for service quality, customer experience, and strategic engagement.

Team Leadership and Development:

● Ensure team alignment with organizational goals and customer priorities.