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Service Delivery Officer

Keywords / Skills : Service Delivery, Project Management, Customer Service

4 - 7 years
Posted: 2019-01-09

Nationality
Philippines
Industry
IT/ Computers - Software
Function
IT
Sales/ Business Development
Role
Project Management
Business Analyst
Education
Bachelors
Degree
Posted On
9th Jan 2019
Job Description
Essential RESPONSIBILITIES and ACCOUNTABILITIES:
  • Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts 
  • Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery 
  • Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs 
  • Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients 
  • Provide Pre-Sales support for new services and/or engagements. 
  • Create, and manage detailed project plans for implementations / migrations. 
  • Ownership and accountability for the successful delivery of assigned client engagements 
  • Hold ongoing client meetings to maintain working relationship with customer’s Account team to develop new opportunities and services 
  • Schedule resources for client activities with input from engineering managers 
  • Identify, diagnose and communicate chronic issues with services and service delivery 
  • Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed. 
  • Special Projects as assigned 
  • Anticipates potential problems associated with client activity or service level trends. 
  • Understand organizational resources, priorities, needs and policies and anticipate potential problems associated with client activity or service level trends. 
  • The incumbent may be asked to perform other duties as apparent or assigned. 
Qualifications
JOB SPECIFICATIONS - Knowledge & Skills:
  • 2+ years of project management experience or equivalent 
  • College Degree or equivalent experience 
  • 4+ years of customer service experience 
  • Strong customer management, written and verbal communication skills. 
  • Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing. Must be attentive to detail and understand written and verbal instructions. 
  • Must be able to organize and schedule work effectively and work well under time constraints. 
  • Ability to manage multiple, complex accounts 
  • Must be able to work flexible hours, including hours beyond the normal schedule when necessary 
  • Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned. 
  • Ability to work effectively and closely with all levels of management within and across the organization. 
  • Must be able to maintain confidentiality 
  • Must be able to work independently in the delivery and maintaining of services. 
  • Enjoys a challenging yet rewarding environment. 
Working Conditions / Environment & Physical Demands: 
  • Required to work in an office environment with moderate noise and moderate temperatures. 
  • Incumbent may be asked to perform other duties as required. 
  • Sit for long periods of time. 
  • May be required to work off-hours, weekend & holidays as needed. 
  • Ability to handle multiple concurrent issues and remain calm under high pressure situations. 
  • High Pace; High Impact, and Highly Demanding 
  • Punctuality is critical; must make meetings and deliverables on-time 
Working hours
  • Monday – Friday 4am PST -12pm, or 3pm to 12am PST (Tuesday - Sat 7am – 4pm Manila / 8pm – 5am Manila) 
Work Location
  • Must be willing to work in Eastwood
By clicking on the "Apply Now" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.


About Company

What is Outsourced?

Outsourced provides dedicated remote staff and offshore staffing services. We specialize in providing staff of the highest quality who will continue to exceed your expectations ongoing.

We have spared no expense to ensure your remote staff are comfortable and able to perform their work effectively and efficiently. Our spacious open plan offices are supported by advanced network infrastructure, fast internet, follow best IT practices, and your staff are provided with the best technology and equipment. Our support team organises monthly events and bonding experiences to ensure staff wellness and happiness and to assist with our high staff retention rate.
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