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

 

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