service Delivery managerMillennium Technology Services

Manage relationship with Customer Hiring Managers at the local / regional levels.
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Monitor and manage services delivery and, ensure customer satisfaction and optimal customer experience is being delivered to Customer
Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
Manage all incidents and escalation, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Ensure that processes and policies are in place to support outstanding service delivery.
Develop a deep understanding of projects to gain insights into the scope of service delivery for Customer.
Overall accountable for service delivery performance, meeting customer expectations, and driving future demand.
Develop and maintain processes and policies in alignment with Customer requirement.
Manage third-party as well as internal processes and creating strategies for service delivery optimization for Customer.
Oversee and manage team members, including hiring, performance assessment, training, and mentoring.
Manage rostering, absence and expense management of the operational/project team.
Ensure that all customer operational deliverables are produced on-time, within budget and with quality such as but not limited to timesheet submission at month end.
Responsible for continuous improvement.
Lead service improvement initiative as part of continuous improvement.
Manage contractual SLA to avoid penalty and compensation.
Computation of rebates and service level credits for the customer.
Prepare monthly report on service delivery performance metrics.
Conduct regular meetings with the customer on operational and tactical level.
Participate in quarterly business review and strategic reviews in conjunction with sales
Prepare invoicing data and supporting documents for timely invoice submission by the finance team.
Oversee and ensure that invoices are submitted on-time.
Support organic growth of the account.
Requirements:
At least 8 years experience in Service Management
Attained a Bachelor's degree in Computer Science or equivalent
Preferred with customer fronting experience managing regional projects
Experience in managing onsite desktop support teams
Good Communicator
Demonstrated leadership skills in managing matrix teams and suppliers
ITIL Certified
Millennium Technology Services

Manila City, Metro Manila
Permanent
Full-time