Full-Time IT Service Delivery Manager – Marat
We are now recruiting for a Service Delivery Manager to oversee the Company’s customer support activities throughout our diversified Contact Center network. The ideal applicant will be able to deconstruct customer feedback in order to identify communication gaps as well as the necessary operational or systemic changes. All of this must be accomplished in a disciplined way that ensures appropriate resolution, learning, and customer experience development. The role of Service Delivery Manager is important to the organization’s success. The selected applicant will have substantial expertise leading and managing contact center vendors.
Job Title : IT Service Delivery Manager
Location : Marat, Riyadh, Saudi Arabia
Salary : $ 33.53 per hour.
Company : Palo Alto Networks
Job Type : Full-Time
- In order to guarantee that the department is properly staffed and organized, supervisors and team leaders are supervised and instructed.
- Ensures that other Service Delivery Managers are properly mentored and coached on a regular basis, as well as participating in team-building events and employee retention initiatives as required.
- leading a team of key dedicated support services contributors (such as IT VIP Service Leads, IT Service Desk Service Leads, and so on), responsibilities may include serving as a pool leader for the community of these contributors, managing resources properly, and developing and coaching those individuals.
- In order to ensure that the customer experience is consistent throughout all of our customer contact points, both inside our internal group and our outsourced partner network, we support and enforce quality standards that govern customer interactions.
- ensure that your customers have a scale-able and strong back-end infrastructure to meet their objectives. In order to do this, the operational delivery teams must be aware of and explain the customer’s requirements.
- Identify and assess team and individual data; produce and distribute reports; create and execute incentive programs to improve metrics while maintaining or enhancing quality.
- Daily assistance and administration of travel advisors/travel concierges through team and 1:1 coaching and management, both remotely and in-person.
- Involve stakeholders and suppliers in business evaluations every month, quarterly, and annually to make sure that services are always better.
- Enhance the Voice of the Customer initiative by unifying the Contact Centers around a standard mechanism for consumer satisfaction surveys and customer input across the whole buying process.
- Each Concierge is held accountable for the overall success of their business by the Concierge Manager.
- be able to think strategically over the long term and develop successful action plans via well-executed planning, assessment, and management.
- Proficiency in using discretion and judgment when offering feedback, direction, explanation, and disciplinary action.
- Communication skills that include the ability to explain technology solutions in business terms, build rapport, and get people to agree with you are important.
- Consulting expertise that spans a wide range of tough and diversified industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
- It is necessary to have a deeper understanding of customer-vendor interactions in order to effectively attract and retain partners in the contact center.