Service Delivery Manager

About the job: Service Delivery Manager (BGC Taguig) | Onsite

Work Setup: 100% onsite

Location: BGC Taguig

Schedule: 6am-3pm

NON-NEGOTIABLE REQUIREMENTS:

• At least 3 years leadership experience
• Very good communication skills
• Very good leadership skills
• Very good technical knowledge
• Must have experience with B2B Service Delivery Management, Telco account

Responsibilities:

• Leadership & People Management
• Team Leadership: Leading and managing teams responsible for both fixed and mobile
  services.
• Performance Oversight: Setting KPIs (Key Performance Indicators), monitoring
  performance, and conducting regular 1:1s, performance reviews, and succession
  planning.
• Operational Execution & Risk Management
• End-to-End Fulfillment: Overseeing the order fulfillment process for both fixed
  services and mobile transitions, ensuring timely delivery according to contractual SLAs
  (Service Level Agreements).
• Escalation and Analysis: Monitoring daily operations, acting as the final escalation
  point, and performing root cause analysis on obstacles to execute corrective activities.
• Stakeholder & Vendor Coordination
• Coordination: Maintaining strong relationships with customers, vendors, internal
  stakeholders (like sales and account teams) and third-party providers.
• Communication: Acting as the escalation point for all stakeholders and translating
  complex concepts concisely for senior management
• Reporting & Continuous Improvement
• KPI Reporting: Monitoring and reporting on core metrics like OTP (On-Time
  Performance), Cycle Time, NPS (Net Promoter Score), Rework, and Productivity.
• Strategic Improvement: Leading strategic initiatives, conducting regular
  retrospectives and process reviews, and developing quality assurance frameworks to
  enhance service quality and operational efficiency