About the job: Service Delivery Manager (BGC Taguig) | Onsite\n\nWork Setup: 100% onsite\n\nLocation: BGC Taguig\n\nSchedule: 6am-3pm\n\nNON-NEGOTIABLE REQUIREMENTS:\n\n* At least 3 years leadership experience\n* Very good communication skills\n* Very good leadership skills\n* Very good technical knowledge\n* Must have experience with B2B Service Delivery Management, Telco account\n\nResponsibilities:\n\n* Leadership & People Management\n* Team Leadership: Leading and managing teams responsible for both fixed and mobile \n services.\n* Performance Oversight: Setting KPIs (Key Performance Indicators), monitoring performance, and conducting regular 1:1s, performance reviews, and succession planning.\n* Operational Execution & Risk Management\n* End-to-End Fulfillment: Overseeing the order fulfillment process for both fixed services and mobile transitions, ensuring timely delivery according to contractual SLAs \n (Service Level Agreements).\n* Escalation and Analysis: Monitoring daily operations, acting as the final escalation point, and performing root cause analysis on obstacles to execute corrective activities.\n* Stakeholder & Vendor Coordination\n* Coordination: Maintaining strong relationships with customers, vendors, internal stakeholders (like sales and account teams) and third-party providers.\n* Communication: Acting as the escalation point for all stakeholders and translating complex concepts concisely for senior management\n* Reporting & Continuous Improvement\n* KPI Reporting: Monitoring and reporting on core metrics like OTP (On-Time Performance), Cycle Time, NPS (Net Promoter Score), Rework, and Productivity.\n* Strategic Improvement: Leading strategic initiatives, conducting regular retrospectives and process reviews, and developing quality assurance frameworks to enhance service quality and operational efficiency