Service Delivery Management Team Lead
Globe Telecom, Inc.
Country: Philippines
Location: 25F The Globe Tower
Time Type: Full time
Posted On: January 22, 2025
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
Service Delivery Management Head (Band C)DUTIES & AND RESPONSIBILITIES
Services Under IT Enabled Group
Team Management
Lead and manage Service Delivery Management Team on achieving Team’s overall SLA, KRA and OLA’s
Train and coach employees to deliver a high standard of customer service and service performance
Provide a monthly executive report of the Service Delivery Management Team to Directors and Executives based achievement of the team.
Track individual Service Delivery Management performance and provide Individual Development Plans to meet both Business and Individual goals
Customer Management Support
Achieve high level customer satisfaction as measured by our customer satisfaction feedback and Survey (iCSAT and NPS – Net Promoter Score EG and SG)
Ensure alignment with common objectives and in depth understanding of the customer’s business, goals and concerns.
To be a Trusted Advisor, recommend service improvements and solutions that will fit our customer needs.
Products and OPEX Monitoring
Regular review of Operational expense of products and services managed by the SDM Tem
Proactively provide inputs to EITSC management team on product performance and revenue standing of each product line
Service Continuity and Availability
Proactive monitoring and analyze of current utilization trends of service capacity
Equates to high stability, high availability and high reliability of our product /services
Proactive engagement with our customer, assuring them that we are taking care of their business
Provide regular reports to Managed Service Customers (SLA, SR, Incident, Event, Change and Problem).
Proactively provide recommendations and service improvement plan based on the assessed performance and customer feedback
Assess customer risk and recommend appropriate service offerings to proactively address
Service Improvement Plans
Proactively provide recommendations and service improvement plans based on the assessed performance and customer feedback.
Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.