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Service Delivery Lead ( Telco LOB)
We are looking for candidates who can develops and implements plans to improve employee satisfaction and productivity in contribution to continuous business growth.
Overall operational responsibility, oversees the day to day operations and deliverables of the organization to ensure customer satisfaction and operational goals and objectives are achieved
Successful service delivery - SLA achievement and high level of customer satisfaction
Collaborating with senior management on client account management and growth
Drive operational performance improvement through defined metrics and ensure Key Performance Indicators (KPI's) are achieved
Strong management skills and with proven expertise developing and leading a team to deliver services efficiently and at a consistently high level of performance
Customer service oriented, and with a keen ability to meet customer demands and maintain company interests
Good working knowledge in Project Management, such as establishing project scope, preparing budgets and timetables, anticipating risks, and properly communicating project deliverables and strategies
Theoretical knowledge in customer relationship management and Service Level Agreement (SLA) management, specifically in negotiation, tracking and evaluation of of SLAs
Proficient in process improvement and productivity enhancement, as well as performance management
Exposure in the Telecommunication Industry or related business would be a definite advantage
A skilled communicator who is able to relate well with different levels of stakeholders
Highly adept in conflict mediation and resolution
Strategic thinker, highly analytical
Willingness and proven commitment to work on Shifting/Graveyard Shift Operations on a continuing and regular basis.