Service Delivery Manager
Aspiree Inc.
Metro Manila, Philippines
3d ago
source : HireMe.ph

SUMMARY :

The Service Delivery Manager (SDM) will lead dynamic service delivery teams that are deployed in different client IT operations.

Service Delivery Manager oversee all aspects of projects, including but not limited to managing budget, scope, resources, timeline and deliverables.

Deliverables may include (but are not limited to) some or all of the following requirement :

Experience on Servicedesk Operations

Experience on DSE and / or Field Support Operations

Other short-term project such as IT migrations / integrations

Data processing / encoding

Product enhancement or customization Other projects that are deemed accepted by the company to engage with.

With at least 3-5 years experience

MAIN DUTIES / RESPONSIBILITIES :

Growing the Business

Assist with proposal writing & technical write up for new business opportunities for current and new customers

Lead the development of project plans and / or task breakdowns for current customers and / or Request for Proposal (RFP) responses

Account and People Management

Simultaneously manage multiple projects, some or all of which may be high visibility within the company

Define and develop scopes of projects and team member roles and responsibilities

Manage scopes of projects and identify scope tasks, presenting them to client as required for billing consideration while managing expectations

Conduct a regular meeting or General Assembly for managed services personnel deployed in the client to understand their current situation and operation

Develop and maintain positive relationships with customers, colleagues, managed services personnel and sub-contractors

Coach managed services personnel through a project that requires their accountability for tasks and deliverables

Identify when there is a red flag in the relationship or the project and to inform the project team leads accordingly

Lead client process review analysis and documentation for projects, if needed Create and host presentations for Systemantech and clients when necessary

Conduct difficult conversations with customers regarding project budgets, timelines and priorities

Training and Development

Perform internal training and knowledge transfer

Perform post-project performance evaluations of team members for continuous improvement initiatives Administrative function

Responsible for the development of project plans to track status, accountability and budget

Responsible for updates to the budget and project plans throughout the project

Create and maintain all applicable project management documentation

Understand internal billing and accounting processes; responsible for reviewing and approving work in progress (WIP) invoicing

Track all expenses related to the project and review invoicing Report status of assigned projects to senior leadership for review

Establish status and working session call schedule during onboarding

Any additional or alternative duties that are reasonably consistent with position, as required or as directed

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