service Delivery managerTranscosmos

The SDM is responsible for the delivery of specific transcosmos' Managed Services. They will work with the relevant Business Relationship Managers to identify service requirements, and develop service strategy, which it is the responsibility of the SDM to execute. All Managed Services personnel working within their service report to the SDM.
Key Tasks and Responsibilities
Responsible for the delivery of all Managed Services within your team
Ensure the Services are delivered to a consistently exceptional standard and as defined in the Statement of Work (SOW)
Building and maintaining a good relationship with the Client via clear, to-the-point communication and can-do approach
Set and monitor detailed KPIs to ensure the effective day to day operations of the Service
Work with the Business Relationship Manager to develop clear service strategies, objectives, and goals. Ensure your team understand and deliver these
Work with Site Operations Manager and Business Relationship Managers to implement effective training, reporting, process, and quality programs across the team
Work with your team to quickly resolve any Service issues and ensure continuous improvement
Responsible for building an effective working relationship and gain the trust of the client
Responsible for facilitating Weekly, Monthly and Quarterly Business Reviews
Responsible for ensuring effective personnel management within you team, including financial and administrative matters
Supporting the team for creating a positive, motivated work environment
Coordinating with various teams within transcosmos in order that the Client's requests are delivered and that the service runs smoothly (e.g. SMO, HR, Technology)
Requirements
University level education
At least 5 years' experience as a Manager within BPO (ideally within Customer Service)
Computer knowledge including Social Media platforms and Internet
Ability to take ownership and accountability
Flexible, adaptable and able to work to tight deadlines
Willing to learn new skills and grow with the company
Support service management experience in a multinational corporate environment
The performance of the SDM will be assessed based on the performance of the Services, Budgets, and HR assets, in their service
Salary reviews
Travel and Living authorisation (Expenses)
Overtime
International travel may be required
Available for 24 x 7 escalation
Benefits
We are offering you the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader. At Transcosmos, we pride ourself on a fun, healthy and encouraging work environment within the premium district of McKinley Hill, Taguig.
We also reward of our staff with great benefits including:
· Competitive compensation packages
· HMO/Medical and dental coverage
· Life insurance
· Non-taxable allowances
· Night differential
· And much much more!
Workable

Taguig City, Metro Manila
Permanent
Full-time