Service Delivery Manager

Vietnam

 

The Service Delivery Managers at Tek Experts have a strategic role with a specific focus on the customers, making sure that all customer expectations are met and surpassed. As a people business, customers are the backbone of our organization and keeping a high-level of customer satisfaction is key to our global, fast-paced growth.

As a Service Delivery Manager, you will be responsible for specific initiatives that will increase the customer satisfaction. You will build and manage an end to end service operations team of 20-30 people and will be responsible for overall performance of the team in ensuring services are delivered on time and to the specified requirements. You will act as a key business leader in both the local site and in global operations.  As a point of contact for customers, delivery teams, and senior management, you will gain a broad perspective and experience of managing a global service.

Responsibilities

  • Serves as a primary escalation point for all operational issues
  • Lead a team of software support engineers – Level 1, Level 2 and Level 3 as well as a team leader.
  • Delivery manager ensures that all targets and SLA’s are met.
  • Manages customer expectations.
  • Makes sure that support teams are meeting the goals and expectations that have been set with the customer.
  • Takes ownership, reports and resolves any issues caused by the software product support team.
  • Monitors specific KPIs to ensure proper delivery of the business.
  • Participates in reviewing processes and workflow to diagnose areas for improvement.
  • Works with all parties involved on escalated customer support issues.
  • Assists in training of new processes, procedures, and tools.
  • Collaborates with HR and Operations departments on customer support issues.
  • Builds and sends updated reports to the management team as required.
  • Designs and improves business processes.
  • Handles, monitors, coordinates, and manages all escalated cases.
  • Proactively proposes improvement plans where gaps are noticed

Required skills and competencies:

  • Proven experience in building and managing teams, min 2 + years is a must in BPO sector
  • University degree in Computer Science or another technical discipline
  • Excellent English verbal and written communication skills
  • People management experience
  • Excellent collaboration skills, strong team and relationship builder
  • Highly motivated professional with a drive to succeed, who is able to influence others
  • Customer-oriented, with strong negotiation skills
  • Ability to efficiently manage time and keep track of multiple schedules and requirements
  • Experience in operations, resource utilizations, managing productivity

What we offer

  • Excellent career development potential
  • Learn from the best
  • Friendly and dynamic environment
  • IT industry experience

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.
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