Overview

• Salary

  85,000 PHP ~ 100,000 PHP

• Industry

  BPO / IT BPO / Call Center

• Job Description

  Summary of Role
  The SDM is responsible for the delivery of specific transcosmos Information Systems Inc. Managed Services. They will work with the relevant Global Customer Account Manager to identify service requirements, and develop service strategy, which it is the responsibility of the SDM to execute. All Managed Services personnel working within their service report to the SDM.
  
  Key Tasks and Responsibilities
  • Responsible for the delivery of all Managed Services within your team
  • Ensure the Services are delivered to a consistently exceptional standard and as defined in the SOWs
  • Line manager and point of escalation for the Service Desk (SD) agents providing the delivery of the Services
  • Work with the Global Customer Account Manager to develop clear service strategies, objectives, and goals. Ensure your teams understand and deliver to these
  • Service Level Management and analysis of historical reports to identify service improvements
  • Set and monitor detailed KPIs to ensure the effective day to day operations of the Service
  • Work with your team to quickly resolve any Service issues and ensure continuous improvement
  • Work with Site Operations Manager and Head of Service Delivery and Global Customer Account Manager to implement effective training, reporting, process, and quality programs across your teams
  • Responsible for ensuring effective personnel management within your team
  • Work with transcosmos’ customers and represent Managed Services in customer meetings as required