Sr. Service Delivery Manager

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Webhelp Full time

Customer Service/Support

Location

  • Ho Chi Minh, Vietnam***Job Title:Sr. Service Delivery Manager

Job Description:

  • P&L: Work towards development and execution of the overall business strategy resulting in revenue growth of program(s); responsible for maintaining and improving profitability including revenue, margins, billing, seat utilization and retention.
  • Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
  • Partnering with Business Development to leverage and expand new business from client(s)
  • Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a dataoriented approach. Provide vision and leadership for business.
  • Strategy: Lead crossfunctional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).
  • Client Satisfaction: Ensure client satisfaction. Become 'Voice of the Customer' Establish strong relationships with clients.
  • Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
  • Compliance: Ensure compliance with all client regulatory requirements
-
P&L:Work towards development and execution of the overall business strategy resulting in revenue growth of program(s); responsible for maintaining and improving profitability including revenue, margins, billing, seat utilization and retention.
-
Operations:Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

  • Partnering with Business Development to leverage and expand new business from client(s)
-
Team management:Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
-
Strategy:Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).
-
Client Satisfaction:Ensure client satisfaction. Become 'Voice of the Customer' Establish strong relationships with clients.
-
Business Growth:Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
-
Compliance:Ensure compliance with all client regulatory requirements

Location:

VNM The Flemington Tower, 10th & 11th Floors

Language Requirements:

Time Type:
Full time

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