Service Delivery Manager

Job ID: 187618  
Required Travel : Minimal  
Managerial - Yes  
Location: :Philippines- Pasig - (Amdocs Site) 

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.89 billion in fiscal 2023.

In one sentence

Responsible and accountable for services to account operations including coordinated management of multiple related projects/activities/accounts aimed at achieving strategic business and organizational objectives with high quality. These services contain complex activities that may span different functions, organizations, geographic regions, and cultures.

What will your job look like?

• Hold overall accountability and responsibility for introducing account-centricity for running smooth operations around integration, service delivery, quality, change, communication, risk, and management.
• Manage the overall operations scope and maintain its continuous alignment with strategic business objectives; set plans and make recommendations to modify them when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goals.
• Define services, initiate and manage the performance of production operations; integrate and oversee multiple related projects.
• Ensure alignment of all plans under your supervision to standard operations including compliance with relevant regulations and contractual SLA commitments.
• Ensure effective and engaged teams by providing ongoing guidance and mentorship, to ensure attainment of full operational objectives.
• Build credibility and relationships, and maintain communication with stakeholders at multiple levels, including those external to the organization.
• Lead and facilitate periodic status and risk discussions with account stakeholders; evaluate and discuss results and lessons learned throughout the operation lifecycle.
• Manage special projects such as automation, implementation, reuse, and cost improvement through planned activities across multiple business lines.
• Lead to resolve customer escalations with respect to smooth operations.
• Ensure that SLAs are meet and deliverables are provided on time with high quality and within budget; drive lessons learned and get wells.
• Take responsibility for release management, version management, and deployment management type of activities and serve as a change management agent.
• Prepare detailed deployment plans for maintenance and upgrade activities coordinating with AD, Infra, Operations, Customer, and Interfacing Applications.
• Lead the root cause preparation for production incidents with the technical teams and the review with the customer.
• Participate in the CAB review meetings with the customer and communicate the planned business impact.
• Maintain the traceability matrix between production incidents, associated defect fixes, and planned deployment/release dates.

All you need is...

Critical Experiences:

• Preferably 4+ years of successfully managing services delivery in the relevant operation domain with significant scope.
• Experience and knowledge in several key domains relevant to operation.
• Solid business knowledge.
• Experience working in a global, matrix environment.
• Experience operating and supporting service delivery functions.
• Account management and project management experience (added advantage)

Credentials:

1. Bachelors/B.Sc. degree, global equivalent, or higher degree.
2. ITIL certified.
3. Project management certification (added advantage)

Excellence Standards:

• Results & Customer Value
• Professional Capabilities
• Teamwork & Collaboration
• Learning & Versatility
• Change & Agility
• Engagement & Positive Attitude

Why you will love this job:

Responsible & accountable for multiple related projects/accounts aimed at achieving strategic business and interpersonal objectives with high quality. These programs contain sophisticated activities that may span different functions, organizations, geographic regions, and cultures.
Ensure alignment of all projects/programs under his/her supervision to standards and program management methodology, including compliance with relevant regulations.
Manage special projects such as efficiency programs and cost improvement programs through planned activities across multiple business lines.
Lead to resolve customer partner concerns with respect to smooth operations.
We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave!