Service Delivery Manager (Tech)

Work Setup: Hybrid Sanctum - WAH

The Service Delivery Manager (Tech) will be responsible for establishing processes and driving continuous improvement initiatives that will allow our clients to achieve the business goals for their team. He/She will monitor and track project milestones and deliverables and provide coaching support to the team that he/she is responsible for.

What does a day in the life of a Service Delivery Manager (Tech) look like?

• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery

• Develop a deep domain understanding of the assigned programs and gain insights into the scope of service delivery

• Be the primary contact for client leadership on performance concerns and continuous improvement initiatives.

• Anticipate risks to performance and take appropriate preemptive measures

• Collaborate with the client, key account management and customer success team on resolving operational issues

• Take ownership of critical incidents. Coordinate with stakeholders and establish strong relationships with teams and stakeholders to enable effective dialogue exchange between departments to overcome support challenges

• Personnel management (Staff recruitment, performance assessment, training, and mentoring)

• Complies with all Service Delivery and Client Success standard processes and policies

• Complies with all client-specific contractual requirements and obligations

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Collaborate with other departments as needed

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Ensure proper documentation of technical environments and processes for each account.

• Participate in tech calls and meetings and provide updates and reports.

• Manage technical aspects of onboarding new accounts and service transitions.

• Perform other duties as assigned

What are the required qualifications for a Service Delivery Manager (Tech)?

• 3+ years of leadership experience (Team Lead/Manager) in a BPO setting (5 years exp) with a focus on Technical Support and Customer Experience (CX).

• Minimum of 3 years of experience managing SaaS-based programs or clients.

• Passion for building high-performance teams

• Expert proficiency in BPO operations and building client relationships

• Exceptional problem-solving skills: acts with urgency In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

• Expertise in people management and leadership. Capability to train and guide junior team members

• Intermediate knowledge of escalation procedures, incident management, and other disciplines related to service delivery

• Intermediate skill level in using Google Workspace apps and Hubspot. 

• Willing and able to work on different tasks and projects at the same time, extending hours when necessary.

• Ability to organize, manage and prioritize tasks efficiently

• Solid understanding of capacity and resource planning

• Proactive "can-do" attitude

• Excellent verbal and written communication skills

• At least 2 years of College education or equivalent

• Strong communication skills, both verbal and written

• Proficient in using computers and various software applications

Technical Skills:

• Strong understanding of SaaS delivery models, architecture, and related technologies.

• Familiarity with cloud computing platforms (e.g., AWS, Azure, GCP) and their impact on service delivery.

• Knowledge of APIs, integrations, and data flows relevant to SaaS applications.

• Basic understanding of networking, systems administration, and IT infrastructure.

Service Management Skills:

• Solid understanding of ITIL or other service management frameworks.

• Experience in managing SLAs, monitoring service performance, and reporting on key metrics.

• Proficiency in incident management, problem management, and change management processes.

Core Competencies:

• Coaching

• Communication Skills

• Conflict Management

• People Management

• Customer Focus

• Stakeholder Management

Ninja Perks and Benefits

Full-time employees

• Competitive compensation

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO on day 1

• Paid time off, birthday leave

• Bonus and incentive plans

• Opportunities for skills training and personal and professional development

If you are interested, you can access your instant interview here: https://alpharun.com/i/NImNlZFk2afB2HHgBEyGQ

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

Information :

• Company : SupportNinja
• Position : Service Delivery Manager (Tech)
• Location : Manila, Metro Manila
• Country : PH