Service Delivery Manager - Omnichannel Service Desk

Job title: Service Delivery Manager - Omnichannel Service Desk
Job Category: Business Consulting & IT Strategy
Work setup: Onsite in Taguig
Work shift: Night shift
Salary: PHP 90,000 - 110,000


Non-negotiables:
• Candidate must be a college graduate with a Bachelor’s degree.
• Minimum of 3 years of experience as an Operations Manager within an omnichannel Service Desk environment, with proven experience managing multilingual teams.
• Proven experience in managing Profit & Loss (P&L) and overall financial performance.
• ITIL certification is required.


Position Description:

. Build a good relationship with key client staff.
. Successful service delivery through SLA achievement and high CSAP/OSAP scores.
. Monitor end to end performance of services
. Communicate effectively around issues and opportunities.
. Collaborate with senior management on client account management and growth.
. Ensure operations teams are aware and prepared of changes.
. Build service reports and sponsor service delivery meetings.
. Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.
. Remove all obstacles to customer satisfaction and / or financial performance.
. Communicate across organizational boundaries from all levels.
. Looking out for client's and CGI's long term interests
. Run service improvements if service delivery is not meeting client expectations.
. Work with the client and operations teams to proactively identify service improvement activities.
. Be accountable for and contribute to the overall performance of the project delivery.
. Follow best practices as defined in the CPMF.
. Create and maintain the project's Financial Status Reporting with high quality.
Other responsibilities include:
. Work in partnership with local management, colleagues and clients at all levels to ensure requests are
resolved to the satisfaction of the customer.
. Follow agreed escalation procedures.
. Support requirements assigned by the Director or above
. Advise people manager of planned/unplanned leaves as below:
Vacation leave – at least 14 days in advance of planned leave date
Sick leave at least two (3) hours prior to the start of the shift. A member, when using sick
leave, must notify his manager (or next higher ranked manager) via a phone call to the
manager's direct office line or mobile phone within the prescribed lead time.
Notification process during critical days should be followed.
. Maintain quality standards in accordance with agreed metrics.
. Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
. To submit necessary service delivery reports.
. Provide support to multiple Clients as necessary
. Ensure feedback is given to member or relevant people manager if potential issues are detected.
. Ensure feedback is given to member or relevant people manager if process improvement measures
can be implemented.
. Ensure initiation of or attendance at planned meetings.
. Ensure project and local team processes are implemented and followed.