PEOPLE PROFILERS

Service Delivery Manager

PEOPLE PROFILERS  •  Quezon City, PH (Onsite)  •  27 days ago
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Job Description

The Service Delivery Manager (SDM) for Retail POS will lead the implementation of a managed service for a retail POS platform, transitioning it from project-based deployment to an operational steady state.

Embedded within the customer organisations Squad, the SDM will ensure high performance in service-related processes. They will drive improvement initiatives as needed, take ownership of critical incidents, coordinate with resolution teams, and facilitate clear communication among stakeholders for post-incident reviews.

Initially, the SDM will establish the service delivery framework, ensuring alignment with strategic program goals, and then manage the end-to-end service delivery on an ongoing basis with a focus on service operations and deployment.

Responsibilities

1. Initial Service Design and Implementation (Establishment Phase):

  • Function Design & Strategy Development: Develop and implement the service delivery function, identifying gaps, establishing strategic plans, and aligning service structures with customer objectives.
  • Stakeholder Engagement: Act as the primary liaison with internal and external stakeholders, ensuring alignment and clear expectations throughout the setup process.
  • Transition to Steady-State Operations: Oversee setup of service management processes, operational readiness, and transition planning.

2. Ongoing Service Management (Operational Phase):

  • Service Management & Improvement: Oversee the day-to-day managed service operations and POS platform operations.
  • Regularly review processes for efficiency and effectiveness, implementing improvements as required.
  • Identifying needs. Determining the need for updates and upgrades for the customer.
  • SLA & Performance Management: Ensure SLA compliance, monitor service performance metrics, and make data-driven adjustments to maintain or improve service levels. The SDM will monitor indicators to guarantee that
  • systems, procedures, and methodologies are in place to support outstanding service delivery
  • Financial Management: Manage budgets and expenses related to the service, ensuring financial objectives align with customer contracts and internal goals.
  • Quality Assurance: Lead efforts to maintain high-quality service delivery by monitoring KPIs, managing risks, and implementing quality control measures.
  • Customer Relationship Management: Serve as the escalation point and trusted advisor for the customers leadership, driving satisfaction through proactive communication and responsive service adjustments.

Agile Team Requirements

  • Functionally report into customer product owner and be embedded into customer squad at customer location (Philippines based)
  • Previous experience in Agile Teams and working environments

Required Skills and Experience:

  • Demonstrated experience in Service Delivery Management, specifically in retail POS systems.
  • Strong background in service design and implementation
  • Excellent problem-solving and decision-making abilities
  • Knowledge of IT infrastructure, cloud technologies, and familiarity with POS system operations for retail or convenience store environments.
  • Proficiency in project and service management methodologies (e.g., PMP, ITIL, Agile).
  • Excellent communication and stakeholder management skills, with a focus on aligning team goals with customer objectives.

Preferred Qualifications:

  • Bachelors degree in information technology, Business, or a related field.
  • Experience working in an Agile Team Structure
  • Certifications in PMP, ITIL, or Agile methodologies.
  • Prior experience in managing POS systems for large-scale retail environments.
  • Prior experience in convenience & fuel related software development and deployment will be considered favourably

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Kindly email your resume in a detailed Word format to Franzizca.mah@peopleprofilers.com

People Profilers Pte Ltd

  • 20 Cecil Street, #08-09, Plus Building, Singapore 049705
  • EA Licence Number: 02C4944
  • EA Registration Number: R22109328
  • EA Personnel: Franzizca Mah
PEOPLE PROFILERS

About PEOPLE PROFILERS

We believe that infinite possibilities come from human relationships. That is why it is vital that the right people get connected to the right jobs. We bridge the gap between People and Professions, as is reflected in our logo, where the two P's are intertwined, signifying the bridging of the two.

At People Profilers, we are all about the relationship.

Between the employer and the talent; between us and you.

Vision: Provide to our clients’ unrivalled human resource solutions to achieve their competitive edge and be the preferred talent management firm to organisations.

Mission: Our mission is to deliver the highest standards in Human Resource solution for your organisation in a relationship focused environment by ensuring the right people are suited to the right employment opportunities.

People Profilers Pte Ltd (EA License: 02C4944)

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People Profilers (Services) Pte Ltd

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Industry
HR & Recruiting
Company Size
51-200 employees
Headquarters
Singapore, SG
Year Founded
2002
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