Service Delivery Manager - 1222  

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We’re looking for a Service Delivery Manager, what does it take to become one?

Think of yourself as the person who is responsible for overseeing and leading the work of a group of people in one or more location. The person is responsible for planning and maintaining work systems, procedures, and policies that enable and encourage the optimum performance of our people and other resources within a business unit.

As a Service Delivery Manager, you will be responsible in the tasks below:

• Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
• May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
• Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
• Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
• Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
• Plan and facilitate weekly team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
• May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues. May create annual team objectives with supervisor approval.

We're looking for an experienced professional with the skill set below:

• Graduate of any 4-yr degree course
• 3-years Managerial Experience in BPO/Call Center
• Strong analytical, organization, multitasking and prioritization skills
• Excellent verbal and written English communications skills
• With strong analytical skills. A fast learner and must have the desire to work in a client facing environment

The company provides an equal opportunity employment and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.