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Full-time Email Us Service Delivery Manager

at Aspiree, Inc. in Metro Manila
Published at Jun 03, 2021


- With at least 2-3 years' experience in a leadership role

- Experience on service desk operations

- Experience on DSE or Field Support Operations

- Strong in Customer Service, Project Management and Teamwork Skills

Work Location: Quezon City
Salary: 38k Package


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 Service desk 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.
With at least 3-5 years experience

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
Willingness to travel anywhere within the Philippines

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