Company Description

At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Service Delivery Manager who will establish and create strategies that will enhance processes and boost ease and efficiency.

Job Description

As a Service Delivery Managerr, you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:

 

KEY RESPONSIBILITIES:

Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line.Identify the training needs that will equip the staff with fundamental skills and knowledge.Have a thorough understanding of the various system tools and operational procedures utilized within the program.Collaborate with stakeholders on a regular basis for changes on promotions and updates; andConduct all defined and required process compliance and adherence to all team members, partners, and third-party providers.

Qualifications

MINIMUM QUALIFICATIONS:

Earned a bachelor’s Degree in any field. (preferred but not required)At least 6 years of work experience in the same industry with 3-4 yrs. of management experience.Must have experience handling (Customer Service/Technical Support/Sales accounts/Telco).Excellent working knowledge on Microsoft Office applications .Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiativesStrong analytical skills .Demonstrated leadership skills .Must be willing to report on a graveyard/shifting schedules.Experience of managing, direct or matrix, project managers, technical resources with span of 100  FTEs.

Additional Information

All your information will be kept confidential according to EEO guidelines.