Service Delivery Manager
Business Process Outsourcing International, Inc.
Quezon City, Philippines
3d ago
source : ictjob.ph

Responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations

Maintain a holistic position to ensure full objectivity and impartiality, and maintain the strategic direction.

Establish excellent working relationships with the client representatives

Demonstrate strong leadership qualities that support a strategic development approach to client engagement and operational delivery.

Assist the Sales organization to identify opportunities to up sell services and to track other opportunities that may emerge

Work closely with the management team to ensure that internal partners and external vendors are reviewed and established in line with client operational and SLA requirements.

Provide the management an oversight of implementation, projects and staffing including project assignments, capacity planning and project profitability

Identify project risks early and assist by providing prudent and timely recommendations for risk avoidance

Prepare for and own the service review meetings, including the distribution of performance reports, meeting minutes and action registers.

Make necessary recommendations to the team and executive sponsors and take ownership of and drive resolution or further escalate incidents to the CEO.

Manage the Renewal Process for existing accounts.

Ensuring the continuous delivery of the service according to the contractual commitments and expectations set.

Accountable for management escalations and lead the Organization through to a resolution that is satisfactory for the client.

Accountable for ensuring that a culture of service management excellence is developed and maintained by the delivery team.

Responsible for the overall leadership and lead role in managing the implementation projects of our solution

Maintain complete control on project schedule, budget and risk issues; facilitates timely decisions to maintain project schedule and budget

Graduate of any 4 year business and business-related course.

Attained Human Resources or Financial Services degree..

More than 3 years of experience in Payroll and customer solutions management.

  • Worked in Payroll Outsourcing company.
  • Specialized in Payroll, benefit Administration, Government ruling related to Payroll and Compensation & Benefits.
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