Service Delivery Manager (BGC Taguig) | Onsite - TASQ Staffing Solutions | Career Page

Service Delivery Manager (BGC Taguig) | Onsite

Taguig, Metro Manila, Philippines

Job Openings Service Delivery Manager (BGC Taguig) | Onsite

Work Setup: 100% onsite

Location: BGC Taguig

Schedule: 6am-3pm

NON-NEGOTIABLE REQUIREMENTS:

Responsibilities:

Leadership & People Management
Team Leadership: Leading and managing teams responsible for both fixed and mobile
services.
Performance Oversight: Setting KPIs (Key Performance Indicators), monitoring
performance, and conducting regular 1:1s, performance reviews, and succession
planning.
Operational Execution & Risk Management
End-to-End Fulfillment: Overseeing the order fulfillment process for both fixed
services and mobile transitions, ensuring timely delivery according to contractual SLAs
(Service Level Agreements).
Escalation and Analysis: Monitoring daily operations, acting as the final escalation
point, and performing root cause analysis on obstacles to execute corrective activities.
Stakeholder & Vendor Coordination
Coordination: Maintaining strong relationships with customers, vendors, internal
stakeholders (like Sales and Account teams), and third-party providers.
Communication: Acting as the escalation point for all stakeholders and translating
complex concepts concisely for senior management
Reporting & Continuous Improvement
KPI Reporting: Monitoring and reporting on core metrics like OTP (On-Time
Performance), Cycle Time, NPS (Net Promoter Score), Rework, and Productivity.
Strategic Improvement: Leading strategic initiatives, conducting regular
retrospectives and process reviews, and developing quality assurance frameworks to
enhance service quality and operational efficiency

Service Delivery Manager