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Service Delivery Lead

CAREERS

Helping you build and manage your career

We are in need of a Service Delivery Lead who shall be responsible in creating long-term customer relationships, acting as the bridge between the client, internal and external stakeholders and our operational delivery teams. The key responsibility of the SDL is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

JOB DESCRIPTION

  • 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
  • Develops and implements plans to improve employee satisfaction and productivity in contribution to continuous business growth

 

TYPE

Full Time

INDUSTRY

Contact Centre / BPO

JOB LEVEL

Manager to Senior Manager

WORK SCHEDULE

Shifting Schedule

WORK LOCATION

Metro Manila

QUALIFICATION

Candidate should have at least 8 years relevant working experience in a senior role and at least 5 years in  Telecommunication Account. The candidate should have solid experience working with international counterparts to efficiently deliver outsourced services, and should have strong Management background

Management skills:

  • 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 deliverable 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

Other Requirements:

  • 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.

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