Service Delivery Officer
Outsourced Quality Assured Services Inc
Metro Manila, PH
7d ago
source : Monster


  • Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts
  • Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery
  • Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs
  • Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients
  • Provide Pre-Sales support for new services and / or engagements.
  • Create, and manage detailed project plans for implementations / migrations.
  • Ownership and accountability for the successful delivery of assigned client engagements
  • Hold ongoing client meetings to maintain working relationship with customer’s Account team to develop new opportunities and services
  • Schedule resources for client activities with input from engineering managers
  • Identify, diagnose and communicate chronic issues with services and service delivery
  • Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed.
  • Special Projects as assigned
  • Anticipates potential problems associated with client activity or service level trends.
  • Understand organizational resources, priorities, needs and policies and anticipate potential problems associated with client activity or service level trends.
  • The incumbent may be asked to perform other duties as apparent or assigned.
  • Qualifications

    JOB SPECIFICATIONS - Knowledge & Skills :

  • 2+ years of project management experience or equivalent
  • College Degree or equivalent experience
  • 4+ years of customer service experience
  • Strong customer management, written and verbal communication skills.
  • Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing. Must be attentive to detail and understand written and verbal instructions.
  • Must be able to organize and schedule work effectively and work well under time constraints.
  • Ability to manage multiple, complex accounts
  • Must be able to work flexible hours, including hours beyond the normal schedule when necessary
  • Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
  • Ability to work effectively and closely with all levels of management within and across the organization.
  • Must be able to maintain confidentiality
  • Must be able to work independently in the delivery and maintaining of services.
  • Enjoys a challenging yet rewarding environment.
  • Working Conditions / Environment & Physical Demands :

  • Required to work in an office environment with moderate noise and moderate temperatures.
  • Incumbent may be asked to perform other duties as required.
  • Sit for long periods of time.
  • May be required to work off-hours, weekend & holidays as needed.
  • Ability to handle multiple concurrent issues and remain calm under high pressure situations.
  • High Pace; High Impact, and Highly Demanding
  • Punctuality is critical; must make meetings and deliverables on-time
  • Working hours

  • Monday – Friday 4am PST -12pm, or 3pm to 12am PST (Tuesday - Sat 7am – 4pm Manila / 8pm – 5am Manila)
  • Work Location

  • Must be willing to work in Eastwood
  • By clicking on the "Apply Now" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application.

    As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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