Service Delivery Manager Philippines - Urgent Hiring

Who we are

Peak support is a rapidly growing services provider offering a wide range of services such as customer support, sales operations and business process outsourcing to high-growth companies. Our headquarters is in Cambridge, Massachusetts with delivery teams across the Philippines, Colombia, Europe, and India.

Our mission is to empower our team to innovate and deliver beyond expectations, and we're currently looking for a Service Delivery Manager to champion this mission and grow with us!

What you'll do

• Support and develop Team Leads so they hit client goals and continuously improve the client operations.
• Foster a healthy team and develop team members into the future of Peak Support
• Serve as a trusted, senior advisor to clients. Help our clients solve problems and get better.
• Help the team leads to establish and manage the day-to-day operational activities of the accounts, including staffing, production, and process improvement efforts.
• Guide and assist the team leads in creating performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.
• Partner with the Quality Assurance team to ensure that quality standards are met.
• Help with talent and HR processes, including hiring, training, and enforcing Peak Support’s policies and procedures.
• Work alongside the business analyst team in preparing account performance reports by collecting, analyzing, and summarizing data and trends; reviewing reports with the Client Services and Operations Directors; sharing account reviews with the client.
• Collaborate with Workforce Management team in managing staffing and capacity for optimal production coverage.
• Evaluate the performance of Team Leads and other support members and be responsible for conducting the coaching and development opportunities for them.
• Maintain an efficient performance management system by implementing Performance Improvement plans and drafting incentive structures with the help of the Operations Director.
• Create strategic plans with the help of Service Delivery and Client Services Directors; conduct process assessment and headcount planning; define account-specific technical requirements and contribute information and analysis to company-wide strategic plans and reviews.
• Recommend policies, procedures, and systems relevant to the goals of the organization and client requirements.
• Conduct business reviews with Clients and Peak Support Directors (Weekly, Monthly, Quarterly) to evaluate historical trends and ensure action plans are integrated into the process improvement initiatives.
• Remain engaged with the IT/tech team to ensure that all tools are running efficiently (internal and client-side).
• Spearhead account launches alongside Project Management Team.
• Ensure that Peak Support is represented well to our team members, clients (and their customers), and the community at large.
• Help in promoting team engagement through planning, coordinating, communicating, and participating in engagement, rewards and recognition activities
• Develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.

We're looking for someone who

• Is a leader who can motivate multiple teams in an environment of change and growth.
• Is flexible and adaptable to changing client needs.
• Possesses strong verbal, written, and presentation skills.
• Is a self-starter able to facilitate strategic discussions to move the account forward.
• Possesses excellent judgment/problem-solving skills.

What we offer

• Full-time, permanent employment opportunity
• 100% Remote work set-up
• Competitive compensation & benefits package
• Be part of an awesome team!

Technical requirements:

• Internet speed upload & download: at least 10mbps
• Device requirements (laptop or desktop)
• CPU
• Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better
• Apple M1, Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better.
• 8GB RAM
• Windows 10 (64-bit) or better; or MacOS 12 (Monterey) or better
• Genuine Windows version
• With active virus protection