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Jobs or company...

Service Delivery Manager

  • Full Time, onsite
  • Valueline Systems & Solutions Corp.
  • Quezon City, Philippines
Salary undisclosed
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Who We Are

Valueline Systems and Solutions Corp. is a pioneer in IT solutions in the Philippines, established in 2000 as an IBM Business Partner. Evolving with technology, we have embraced Amazon Cloud early on and are now recognized as an Advanced Consulting Partner of Amazon Web Services (AWS). We proudly serve top corporations with a commitment to quality and reliability in every solution we deliver.

Mission:

At Valueline Systems and Solutions Corp., our mission is to foster career growth for every member of our team. We are dedicated to providing opportunities and resources that empower individuals to achieve their professional goals and aspirations. Whether you're just starting your career or looking to take the next big step, we are committed to supporting your journey every step of the way.

We also believe in creating a stimulating and inclusive work environment where creativity thrives and innovation is encouraged. Collaboration is at the heart of everything we do, as we believe diverse perspectives lead to better solutions. We celebrate achievements, big and small, and recognize the contributions of each team member.

What You’ll Do:

The Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery of IT services to clients, ensuring that services are delivered in accordance with Service Level Agreements (SLAs), and that client expectations are consistently met. The SDM plays a critical role in managing service teams, coordinating with various stakeholders, ensuring continuous service improvements, and ensuring that the business objectives of Valueline Systems & Solutions Corp. are met. They will also foster a culture of continuous learning, with a focus on acquiring one professional certification per year to stay ahead in the IT services domain.

Key Responsibilities:

1. Service Delivery Management:

  • Ensure the timely and effective delivery of services to clients in line with SLAs.
  • Manage multiple client accounts, ensuring customer satisfaction and service excellence.
  • Oversee service request and incident management processes, ensuring issues are resolved efficiently and within agreed timelines.
  • Maintain up-to-date knowledge of Valueline’s service offerings, ensuring services are delivered effectively and in line with customer expectations.

2. Team Leadership & Development:

  • Lead and mentor service delivery teams, ensuring the team’s professional development and alignment with Valueline’s service objectives.
  • Collaborate with cross-functional teams (technical, support, sales, etc.) to ensure seamless service delivery.
  • Promote a culture of accountability, collaboration, and continuous improvement within the service delivery team.

3. Client Relationship Management

  • Build and maintain strong relationships with key clients, ensuring regular communication and high levels of customer satisfaction.
  • Address escalations and customer concerns promptly and effectively.
  • Conduct regular client reviews and business meetings to ensure alignment with client needs and expectations.

4. Continuous Improvement:

  • Lead initiatives for service process improvements to ensure higher efficiency, quality, and cost-effectiveness.
  • Implement and monitor corrective actions for identified service delivery gaps.
  • Foster a culture of innovation and continuous improvement within the service delivery organization.

5. Service Reporting & Documentation:

  • Ensure the preparation of regular performance reports, highlighting service delivery metrics, KPIs, and areas for improvement.
  • Maintain accurate service documentation, including SLAs, process flows, and knowledge base articles.

6. Risk Management:

  • Identify risks related to service delivery and proactively mitigate potential issues.
  • Ensure that all service delivery is aligned with Valueline’s business continuity and disaster recovery plans.

7. Certification & Professional Development:

  • Complete at least one professional certification per year relevant to service delivery management and technology trends.
  • Encourage team members to pursue ongoing education and certifications to enhance service delivery capabilities.

Qualifications and Skills:

  • Education: Bachelor’s degree in IT, Business Administration, or a related field.
  • Experience: At least 5 years of experience in IT service management, with a strong focus on service delivery and client management.
  • Certifications: ITIL, PMP, or any relevant certifications (e.g., AWS Certified Solutions Architect, Cisco Certified Network Professional) are preferred.
  • Skills: strong leadership and people management skills, excellent communication and interpersonal abilities, ability to handle client escalations and manage relationships effectively, proficiency in service management tools and methodologies, strong analytical and problem-solving abilities, ability to drive continuous improvement within the service delivery process.

Benefits:

  • Health & Accident Insurance
  • Paid Training
  • Commission & Incentives
  • Birthday Leave
  • Retention & Assistance Programs

Schedule:

  • Hybrid work setup
  • 8-hour day shift
  • 8:30 AM-5:30 PM