service Delivery managerGlobe Telecom, Inc.

Job Description
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
Seeking a Service Delivery Manager responsible for developing and implementing service delivery strategies, managing SLAs, coordinating with internal teams, and ensuring timely incident and problem resolution. Additional responsibilities include assisting with change management, preparing service delivery reports, and identifying areas for improvement. The ideal candidate will possess strong soft skills, including strategic thinking, relationship building, mentoring, influencing, decision-making, change management, business acumen, strategic communication, continuous learning, resilience, and adaptability.
TOP 3-5 DELIVERABLES
Assisting in the development and implementation of service delivery strategies, policies, and procedures.
Supporting the management of Service Level Agreements (SLAs) and ensuring service targets are met.
Coordinating with internal teams and stakeholders to address service issues and ensure timely incident and problem resolution.
Assisting in the management of change requests, ensuring proper evaluation, approval, and implementation of changes.
Assisting in the preparation of service delivery reports, analyzing performance metrics, and identifying areas for improvement.
KPIS:
SLA Compliance: Percentage of SLAs met or exceeded within defined timeframes.
Customer Satisfaction: Feedback and satisfaction ratings from customers on service delivery.
Incident Resolution: Mean Time to Resolve (MTTR) incidents and problems.
Change Management: Successful implementation of changes without major incidents or disruptions.
Team Performance: Productivity and performance metrics of the service delivery team.
COMPETENCIES:
Core/Primary Competencies
Leadership and People Management
IT Service Management
Strategic Thinking
Customer Relationship Management
Financial Management
Communication and Influencing Skills
Problem-Solving and Decision-Making
Vendor and Contract Management
Risk Management
Continuous Improvement
Support/Secondary Competencies
Project Management
Data Analysis and Reporting
Quality Management
Continuous Learning and Industry Awareness
Developmental/Emerging
Innovation and Creativity
Cross-Cultural Competence
Digital Transformation
Personal Resilience
Business Acumen
Leadership
Leadership Development
Collaboration and Influence
Strategic Thinking
SOFT SKILLS
Strategic Thinking: As a senior manager, you need to think strategically and align service delivery goals with the overall business objectives. This involves analyzing market trends, identifying opportunities for growth, and making informed decisions that support long-term success.
Relationship Building: Strong relationship-building skills are essential at a senior level. You will interact with key stakeholders, including executive management, clients, and partners. Building and maintaining positive relationships based on trust and effective communication will contribute to successful service delivery.
Mentoring and Coaching: Senior managers often have the responsibility of mentoring and coaching junior managers and team members. Developing effective mentoring and coaching skills will help you guide and support their professional growth, empowering them to achieve their full potential.
Influencing and Negotiation: As a senior service delivery manager, you will need to negotiate contracts, manage expectations, and influence stakeholders to drive desired outcomes. Strong influencing and negotiation skills will enable you to navigate complex situations, resolve conflicts, and achieve win-win solutions.
Decision-Making: Senior managers often face high-pressure situations where critical decisions need to be made. Developing strong decision-making skills, considering various perspectives, and weighing potential risks and benefits will help you make sound judgments that align with organizational goals.
Change Management: Senior service delivery managers play a vital role in leading and managing change initiatives within the organization. Having change management skills will enable you to anticipate and address resistance, communicate effectively, and guide the team through transitions smoothly.
Business Acumen: Developing a deep understanding of the business and industry in which you operate is crucial for a senior manager. This includes staying updated on market trends, competitors, and emerging technologies to make informed decisions that drive business growth and optimize service delivery.
Strategic Communication: Effective communication at a senior level involves not only conveying information but also influencing and inspiring others. You need to be able to communicate the vision, objectives, and strategies clearly to gain buy-in from stakeholders and ensure alignment throughout the organization.
Continuous Learning: The service delivery landscape is constantly evolving, and as a senior manager, it's important to stay updated on industry trends, best practices, and emerging technologies. Cultivating a mindset of continuous learning and seeking professional development opportunities will help you stay ahead and drive innovation.
Resilience and Adaptability: Senior managers often face complex challenges and unexpected setbacks. Building resilience, staying calm under pressure, and being adaptable in the face of change will help you navigate uncertainties and guide your team towards successful service delivery outcomes.
WORK EXPERIENCE
Experience: Typically, a senior service delivery manager is expected to have several years of experience in service delivery management or a related field. The specific number of years may vary, but often ranges from 5 to 10 years.
Education: A bachelor's degree in a relevant field such as business administration, information technology, or a related discipline is usually required. Some companies may also prefer candidates with a master's degree or other advanced certifications.
Leadership and Management Skills: As a senior service delivery manager, you will be responsible for leading and managing a team, so strong leadership and management abilities are essential. This includes skills in team building, performance management, conflict resolution, and the ability to motivate and inspire others.
Technical Knowledge: A solid understanding of the technologies and systems used in the organization's service delivery operations is important. This may include knowledge of IT infrastructure, cloud services, networking, software development methodologies, and other relevant technical areas.
Service Management Frameworks: Familiarity with service management frameworks such as ITIL (Information Technology Infrastructure Library) is often required. ITIL provides best practices for managing IT services and aligning them with business objectives.
Customer Focus: Service delivery managers play a critical role in ensuring customer satisfaction. Therefore, having a customer-focused mindset, excellent communication skills, and the ability to build strong relationships with clients is crucial.
Problem-Solving and Analytical Skills: Senior service delivery managers are often tasked with resolving complex issues and improving service delivery processes. Strong problem-solving, analytical, and decision-making skills are important to identify root causes, develop effective solutions, and make data-driven decisions.
Project Management: Many service delivery managers are involved in managing projects related to service delivery improvements, system upgrades, or other initiatives. Proficiency in project management methodologies and tools can be beneficial.
Business Acumen: A senior service delivery manager needs to understand the business objectives and how service delivery impacts overall organizational success. This includes having financial acumen, understanding budgeting processes, and being able to align service delivery strategies with business goals.
Continuous Improvement: Demonstrating a commitment to continuous improvement is valued. This involves staying up-to-date with industry trends, seeking opportunities to enhance service delivery processes, and driving efficiency and effectiveness.
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.