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Service Delivery Manager

Globe
Taguig Fulltime 100+

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Manages the work and project / time allocation of project managers and implementation specialists, ensuring that all contractual deliverables and milestones are met according to approved project plans. Proactively recommends actions to maximize resource utilization and to reduce mean resolution time to customer issues. Thinks strategically and proactively to identify product and implementation issues and improvements, and continually communicates with the Leadership Team, offering solutions and taking ownership of problem resolution. Monitors and reports to the Executive Team on customer experience trends and actions as well as their effect (or potential effect) on the overall customer experience. Manages and expands programs to develop and maintain company product knowledge as well as department standards and procedures. Manages and drives client-facing activities and processes including client engagement, requirements gathering or analysis, functional / UI designs, release planning, user-acceptance testing and user training / documentation. Maintains outstanding client relationships by diagnosing client needs and working closely with the development manager to ensure that application issues or bugs are addressed in a timely fashion, and that the final product / solution is of appropriate quality and meets or exceeds client expectations. Holds P&L responsibilities for the service delivery business unit, with a focus on contribution margin. Acts as a champion for a corporate culture of customer experience, respect, responsiveness, fun and professionalism, product and customer satisfaction, trust, creativity, and commitment.

1.  Represents CXM and serves as point of contact in CXM-related projects.2.  Champions the understanding of the program scope, objectives, status, issues and their implications to customer experience, agent experience, and CXM operations.3.  Coordinates with the relevant teams within CXM and, as applicable, other project teams, for any matters required in the project implementation.4.  Timely escalation of issues affecting customer experience, agent experience and CXM operations.5.  Drive the implementation of projects initiated by CXM. 

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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