Service Delivery Manager
Tek Experts
7 ngày trước

The Service Delivery Managers at Tek Experts have a strategic role with a specific focus on the customers, making sure that all customer expectations are met and surpassed.

As a people business, customers are the backbone of our organization and keeping a high-level of customer satisfaction is key to our global, fast-paced growth.

As a Service Delivery Manager, you will be responsible for specific initiatives that will increase the customer satisfaction.

You will build and manage an end to end service operations team of 20-30 people and will be responsible for overall performance of the team in ensuring services are delivered on time and to the specified requirements.

You will act as a key business leader in both the local site and in global operations. As a point of contact for customers, delivery teams, and senior management, you will gain a broad perspective and experience of managing a global service.


  • Manage team to make sure that the best services delivery to customers
  • Training / coaching team members
  • Serves as a primary escalation point for operational issues in the team.
  • Delivery manager ensures that all targets and SLA’s are met.
  • Communicates all customer related issues to the support team.
  • Manages customer expectations.
  • Makes sure that support teams are meeting the goals and expectations that have been set with the customer.
  • Provides accurate and timely communication to all applicable parties on any customer support issue.
  • Takes ownership, reports and resolves any issues caused by support team.
  • Attends regular operational and business review meetings.
  • Monitors specific KPIs to ensure proper delivery of the business.
  • Participates in reviewing processes and workflow to diagnose areas for improvement.
  • Works with all parties involved on escalated customer support issues.
  • Assists in training of new processes, procedures, and tools.
  • Collaborates with HR and Operations departments on customer support issues.
  • Builds and sends updated reports to management team (Site Manager, Global Operations Manager, Office Manager, etc.) as required.
  • Serves as contact point for Customer’s Delivery Management.
  • Designs and improves business processes.
  • Handles, monitors, coordinates, and manages all escalated cases.
  • Proactively proposes improvement plans where gaps are noticed.
  • Any other additional task requested by the Supervisors.
  • Education and Experience

  • University / College degree
  • Minimum 5 years working experience, including strong experience in customer relationships position or similar
  • Minimum proven 1 year in team or people management
  • Basic knowledge in IT, fast learner in IT knowledge or software system
  • Preferred Skills / Qualifications

  • Experience in Customer care, Quality Assurance or IT (Problem-solving, analyzing information, multi-tasking) or any related field
  • Knowledge of Enterprise products and solutions including Exchange, SQL, SharePoint, Office 365, Azure and other Enterprise Solutions is a great asset.
  • Strong people management skills
  • Ability to communicate effectively with key partners
  • Strong customer services skills including negotiation, influencing, conflict handling etc.,
  • High-energy, passionate and has strong personal management skills
  • Strong phone, verbal and written communication skills along with active listening
  • Can communicate well in English for internal communication and training
  • Excellent communications in German / French / Russian / Spanish / Portuguese
  • What we offer

  • Provided training on IT, products, process for working in the USA for a period
  • Full insurance contribution, additional healthcare insurance in labor contract
  • Attractive salary and benefit
  • Company bus support at late night, mobile support
  • Professional and international working environment
  • Summer trip, year-end party, team building activities
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