Filled Positions

As a Service Delivery Manager, you will be responsible for overseeing the end-to-end service delivery process, managing client relationships, and leading a team of service professionals. You will collaborate with cross-functional teams to ensure timely delivery of services, resolve customer issues, and drive continuous improvement. 

What you'll be doing

• Manage the overall service delivery process, ensuring high-quality and timely delivery of services to clients
• Build and maintain strong relationships with clients, serving as the primary point of contact for all service-related matters
• Collaborate with internal teams to define service level agreements (SLAs) and establish clear expectations for service delivery
• Lead and motivate a team of service professionals, providing coaching, guidance, and performance feedback
• Monitor service performance metrics and implement corrective actions to address any deviations from agreed-upon SLAs
• Resolve customer issues and escalations, working closely with internal teams to find solutions and ensure customer satisfaction
• Drive continuous improvement initiatives to enhance service delivery processes, efficiency, and customer experience
• Conduct regular service reviews with clients, addressing any concerns and proactively identifying opportunities for improvement
• Stay updated on industry trends and best practices in service delivery, incorporating them into the organization's processes and strategies

Requirements

• Bachelor's degree in Business Administration, IT, or a related field
• C1/C2 English Level proficiency (both written and spoken English)  
• Proven experience as a Service Delivery Manager or in a similar client-facing role
• Strong knowledge of service delivery principles, processes, and best practices
• Excellent interpersonal skills to effectively interact with clients and internal teams
• Leadership abilities to motivate and guide a team towards achieving service excellence
• Analytical mindset with problem-solving skills to identify and resolve service-related issues
• Ability to prioritize tasks and manage multiple projects simultaneously
• Proficiency in using service management tools and systems
• Understanding of ITIL (Information Technology Infrastructure Library) practices

Preferred candidates who have experience working in a remote service delivery environment, possess knowledge of project management methodologies, hold certification in ITIL or related service management frameworks, have experience in managing global or multi-location service operations, are familiar with CRM systems, and exhibit strong negotiation and conflict resolution skills. Candidates must be amenable to work during US business hours. 

We offer a full-time, US-hours remote job, 40-hour workweek Mon-Fri, with excellent prospects for long-term growth for an ambitious experienced Remote Service Delivery Manager. We can offer HMO and other benefits to Philippine candidates.