Service Delivery Manager at PEO… · Pasig

Job Title: Service Delivery Manager (IT - Service Desk)
Category: Business Consulting, Strategy and Digital Transformation
Location: Pasig City
Work set up: 100% RTPO (Onsite)
Salary: Maximum is 100K
Work schedule: Graveyard shift
Headcount: 2
Position ID: J0225-0878

Parallel Job Titles:
Service Delivery Manager for IT/Service Desk

Keywords:
Service Desk, IT, BPO
**with solid experience handling clients offshore

Main Job Purpose:

The Service Delivery Manager is accountable for planning, delivering, operating, monitoring and maintaining a stable, secure and responsive support to CGIs client/s for specific types of services, in accordance with the client contract documents (e.g., Inter-BU Agreement, Operational Framework (OF), Service Level Agreement, etc.).He/she prepares recommendations for service improvements and handles or prevents escalations for the service delivery areas. The Service Delivery Manager focuses on quality of service, customer and member satisfaction and cost management.

Key Responsibilities:

Manage over-all service delivery to achieve the agreed Service targets
Establish and maintain good working relationships with the customer, suppliers and other stakeholders, at both strategic and operational levels, including any parts of the service provided by internal or external subcontractors
Monitor and report on financial performance, ensure margins are achieved and if necessary, margin improvement plans are put in place proactively, as needed
Monitor service component Quality, Capacity, Availability, Incidents & Problem trends and initiates actions
Ensuring protection of Client and CGI assets & components by tight control of Configurable Items and related information
Service Continuity planning and implementation
Understand and publish required SLA Reports through CGI or Industry standard Service Management tools
Gain CGI specific competencies like CPMF, MPMF, CGI Management Foundation, CMF, BEMF, OMF, BUMR and IMF and apply as necessary in his/her assigned engagement
Participate in Service delivery reviews and closures of audit/review findings
Gain experience in implementation of the CGI Gating process during handover from Transition / Transformation and Service Acceptance activities
Lead and drive Continual Service improvement initiatives to achieve full Client and Shareholder outcomes
Ensure that service change is properly managed, with cost and timescale adjustments passed on to the customer using an agreed documented procedure, and that work that is not covered by the contract is only undertaken with prior approval by the customer and appropriate charges are applied
Conduct formal customer satisfaction surveys (OSAP/CSAP) on a regular basis (semi-annual/annual). Action feedback to effect service improvements where necessary Ensure the members are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed

Qualified Candidates should send CV to deborah@gratitudeindia.com