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Full-time Email Us Service Delivery Officer

at Aspiree Inc, (Anywhere)
Published at Jan 11, 2021

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

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

Other

• Willingness to travel anywhere within the Philippines

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Published at Jan 11, 2021
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