Service Delivery Manager
Sutherland
- Bicol Region
- Permanent
- Full-time
- Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.
- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line.
- Identify the training needs that will equip the staff with fundamental skills and knowledge.
- Have a thorough understanding of the various system tools and operational procedures utilized within the program.
- Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
- Conduct all defined and required process compliance and adherence to all team members, partners, and third-party providers.
- Earned a bachelor’s Degree in any field. (preferred but not required)
- At least 7 years of work experience in the same industry with 4-5 yrs. of management experience.
- Must have experience handling (Customer Service/Technical Support/Sales accounts/Telco).
- Excellent working knowledge on Microsoft Office applications .
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
- Strong analytical skills .
- Demonstrated leadership skills .
- Must be willing to report on a graveyard/shifting schedules.
- Experience of managing, direct or matrix, project managers, technical resources with span of 100 FTEs.
Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. It is our policy to engage in personnel decisions, including those related to recruitment and hiring, and to administer our personnel policies without regard to race, color, religion, creed, age, gender or sex (including pregnancy), national origin or ancestry, disability, veteran's status, genetic information, or any other legally protected characteristic. There is no place for disrespect for cultural differences or insensitive stereotypes. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.