The Service Manager (Davao City) plays a crucial role in managing interactions between customers and the organization, ensuring timely resolution of customer requests and efficient handling of customer issues. Acting as an intermediary, they facilitate communication and understanding between customers and the organization to enhance the overall customer experience.
Primary Responsibilities:
- Client Relationship Management: Build and maintain strong client relationships, serving as the primary point of contact and addressing client concerns to ensure high satisfaction levels.
- Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) related to service delivery, analyze performance data, and prepare regular reports for clients and internal stakeholders.
- Service Improvement Initiatives: Proactively identify opportunities for service improvement based on client feedback and industry best practices, leading continuous improvement initiatives to enhance service quality and value.
- Strategic Planning and Alignment: Contribute to the development of strategic plans and business growth initiatives, ensuring alignment with client objectives and long-term business goals.
- Team Leadership: Lead and mentor a team of collaboration professionals to deliver high-quality services, ensuring prompt resolution of client issues and adherence to service standards.
- Relationship Building: Develop and maintain strong relationships with clients, understanding their business requirements and aligning services to support their objectives.
- Performance Monitoring: Monitor key performance indicators (KPIs) related to product and service delivery, analyzing data and implementing continuous improvement initiatives.
- Service Reporting: Develop and maintain service reporting templates aligned with agreed SLAs, providing transparency and accountability to clients.
- Cross-Functional Collaboration: Collaborate with internal stakeholders, including engineering teams, sales, and account management, to drive customer success and achieve business objectives.
Requirements:
- ITIL Foundation certification or higher preferred.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proven track record of delivering services in alignment with SLAs and client expectations.
- Solid understanding of ITIL framework and IT service management best practices.
- Strong problem-solving and decision-making abilities.
- Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
