Service Delivery ManagerThakral One Pte Ltd Manila, Philippines Apply now Posted: 12 days ago Type: Permanent Salary: CompetitiveRole
Service Delivery Manager
Job Overview
The Service Delivery Manager identifies a client's needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.
Key Responsibilities Responsible for daily operations and ensures agreed SLAs with the client are metAct as point-of-contact of Thakral One in Managed ServicesAct as an escalation point for all Managed Services issues raised by the client. Ensure the fast resolution of these issues and find ways as well to prevent them from happening againDrive Managed Services activities, lead communication, monitor and address requirements and risks, and ensure that deliverables are provided on-time, based on Statement of WorkShall be the main person to work hand in hand with the customer's POCServes as project liaison with executive leadership, business customers and technology stakeholdersEnsure all commitments are delivered on time and all risks are properly communicated, escalated & mitigatedOversee employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all departments and employees within these teams accountable for carrying out the required processes and tasks and providing great service.Ensure that processes are efficient and cost-effective. They aim to find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.Accountable for the Incident, Request, Change and Escalation processes, ensuring achievement of high levels of performance in these processes, accurate metrics reporting and establishing service improvement plans and execution.Monitor, control, and support service delivery, ensuring systems, methodologies and procedures are in place and followedEnsuring the SLA's are achieved, service quality and client expectations are met or exceededPrepare, collate and submit/present defined KPIs and statisticsThorough knowledge of End-to-End Service Delivery process and able to constantly develop service quality improvement and enhancement plans to improve customer satisfaction and Service operational efficiency.Keep track of technical skills and proficiencies of the teamComes up with a RACI and/or list of tasks for L1, L2, and L3Maintains runbooks and documentationSuggests to L&D the training needs of the teamPresents Managed Services overall status during the Operations Review MeetingReaches out to Account Team/Engagement Manager for potential opportunities for Thakral OneCreates the support shifting scheduleEscalates to management for any issues/concerns raised by the team impacting their workQualifications Bachelor's Degree with more than 10 years relevant experience in Service DeliveryITIL Certification is an advantageHas strong Leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs wellHas strong communication and interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer serviceThe administrative side of this role requires good computer skills to analyze data and create reportsAble to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staffRequires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful
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