13 March 2019
IT Service Delivery Supervisor

Overview:

This is an exciting opportunity to work with a people centric, customer focused business. Beepo is a fast-growing BPO in Clark, Pampanga with an Employee Satisfaction rate of over 96%.
 
 
The Service Delivery Supervisor oversees the delivery of services to customers in the service team. The role monitors service performance to ensure adherence to established policies and metrics. The SDS is responsible for Identifying and responding to instances that require improvement to process, people and training.
 
 
Duties and Responsibilities:
 
Ticket Management
  • Implement service delivery processes, policies, and practices to ensure customer satisfaction and quality of service.
  • Monitor the service board for ticket exceptions and prevent breaches to service level agreements (SLA).
  • Monitor and review dispatched tickets to ensure correctness of details and completeness of time entry notes.
  • Promote accountability and collaboration among the service team for assigned tickets through daily service huddles.
  • Review process documentation for accuracy with what is actually happening.
  • Develop process documentation and perform training to embed into practice.
  • Document and report non-compliance to established service delivery policies and processes.
  • Promote visibility on the status of service tickets through internal service reports and gauges.
 
Service Delivery Reporting
  • Provide insight and analysis to the service team’s performance to management on a regular basis.
  • Raise and discuss issues and concerns of the service team to management for resolution.
  • Provide monthly service performance reports to clients according to the approved format.
 
Sales Coordination
  • Create quotations for hardware, software, and ad hoc services.
  • Create, update, and follow-up proposals to clients.
  • Update opportunities and activities in database.
 
Qualifications and Experience:
  • At least 2 years of work experience in a similar capacity.
  • Strong leadership skills that allow for accountability and collaboration within the team.
  • Strong communication skills both verbal and written.
  • Excellent customer service skills to become customer advocates within the company.
  • Sense of urgency to quickly address gaps in service delivery metrics.
  • Conceptual understanding of the ITIL framework, predominantly SLA.