The Service Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues,monitoring progress, tracking KPIs, and managing budgets. A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
- Duties & Responsibilities:
- Be part of the primary service relationship interface between customers and TIM for service related activities
Involve in the management services for customers using the IT service management framework which involves the whole ITSM and ITIL framework
- Participate on the plan and execute on the service management framework through service review meetings, service improvement and strategy plans and relationship health checks
Foster open communications between all stakeholders, establish relationships and clear understanding of accountabilities- Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service delivery issues, and support the sale process
Perform out of business hours escalation support for customers with complex servicing requirements
- Development of partnerships between customers, vendors and sub-contractor organization to address business opportunities for TIM
Review the ongoing service delivery and assurance activities and provide periodic reports- Participate on Quarterly business reviews and meetings
Drive appropriate initiatives and improvement plans to achieve increased customer satisfaction
- In conjunction with the sales team, identify and proactively manage a sub-set of their portfolio
Own and drive to completion issues on Service Improvement Plan and implement action plans as required- Ensure TIM delivery and assurance systems have updated Customer profiles and records
Management and monitoring of Manager Services, Service-related projects, Measurement and review of Customer Surveys and Provision of performance reports
- Involvement on the development of policies and procedures controlling and measuring TIM customer service delivery
Foster a culture of communication and continuous improvement of IT Service Delivery process, tools, technologies, standards and overall performance of the IT Service Delivery team- Perform other duties and functions deemed necessary for TIM service delivery unit
- Candidate must possess a Bachelor's Degree in Computer Science/Information Technology or equivalent.
- At least 5 years of Technology Services and Service Management
At least 3 years experience in developing, growing, and managing a Service Delivery/Manages Services business unit, Service & Project Management- Highly knowledgeable in Service and Project Management, ITIL, Telco and IT Services, ITSM Principles
Must have strong operations and account management, leadership, and people management skills- Must have strong communication and presentation skills, problem solver, interpersonal and coaching
Has a positive attitude and can work in a fast-paced work environment
- Join our AWESOME team and enjoy the following benefits:
- Group Accident Insurance Coverage on Day 1
Health Maintenance Coverage up to Php 400,000 per illness/year upon regularization
- HMO Benefit for 1st dependent
Vacation Leave of 15 days, pro-rata upon the anniversary- Sick Leave of 15 days, pro-rata upon the anniversary
Company Uniform
- Christmas Basket every December
Healthy, Kind, and Nurturing Work Environment- Career growth and opportunities for promotion
Engagement Activities
- We reward top performers with BONUSES annually
Job Type: Full-time
Schedule:
Day shift
Ability to commute/relocate:
Makati City: Reliably commute or planning to relocate before starting work (Required)
