Job Title: Service Delivery Manager (PHP 250, 000 - PHP 300, 000)
Job Description:
- The Service Delivery Manager is responsible for overseeing and ensuring the successful delivery of technical solutions and services to clients. The role involves collaboration with internal teams and client stakeholders to define project scopes, budgets, and KPIs, while ensuring milestones, SLAs, and client satisfaction are consistently met.
Job Responsibilities:
- Participates in capability presentations, requirements gathering, and proposal preparations for any RF I / RFP / RFQs.
- Develops required KPIs of project and/or resources and ensure that those KPIs are consistently met and reported to the client.
- Owns coordination of technical activities with own engineering teams and client teams.
- Owns technical (solution) implementation and technical delivery: quality, utilization, resource assignments.
- Develop scope and budget for delivery projects.
- Passionately deliver client milestones and SLAs – be it support / maintenance programs or development work.
- Oversee daily activities of delivery team and provide direction and guidance as needed.
- Support technical interfaces and design activities for customers in conjunction with Project Manager from the regional delivery team.
- Drives process consistency and excellence in delivery across projects and accounts.
- Responsible for conducting Delivery reviews, identify opportunities for continuous improvement and own client CSAT and NPS scores.
- Develop process improvements to achieve cost effectiveness and time saving.
- Ensure that team maintains high level of competence and operational excellence.
- Evaluate the performance of team members and determine training needs.
- Engage resources and manage employee transitions and attrition.
- Build and promote strong, long-lasting customer relationships by partnering with them and understanding their stated and unstated needs.
- Identify business growth opportunities (aka farming), in accounts where delivery is ongoing. Help manage the expansion of business and conversion from usual staffing to a more value-adding service.
- Work closely with regional sales teams and account teams for organic growth.