Job Description

Service Delivery Managers keep an eye on a 24-hour contact center from a distant location and communicate with clients and suppliers as needed. With his or her knowledge, he or she will also give input to the team members that he or she supervises. At least ten people will be working with this Service Delivery Manager, who will serve as an example of Extraordinary Every Time. In addition to this leadership role, he or she will handle escalations and keep an eye on the overall flow of requests through all access channels. When it comes to providing excellent customer service to team members, this individual will be your go-to guy or gal.

Job Title : Core IT Delivery Manager
Location : Sharjah, Sharjah, United Arab Emirates
Salary : $ 32.79 per hour.
Company : Intellibus
Job Type : Full-Time

Qualifications:

• Responsible for the overall success of their Concierge, as well as the achievement of all client KPIs and contractual responsibilities.
• Motivate the team and its members by creating and implementing incentive programs that raise metrics while also maintaining or improving quality.
• Adds substantially to the day-to-day management of other Delivering Services Managers, including, as needed, appropriate mentoring, coaching, team-building activities and employee retention initiatives.
• 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.
• The back-end infrastructure must be reliable and scale-able in order to achieve the customer’s requirements. This is done by ensuring that the operational delivery teams understand and express the client’s requirements.
• Remote and in-person positions are also available for providing daily help to travel advisors/travel concierges, including team and one-on-one coaching and management.
• Maintain the Voice of the Customer program by bringing Contact Centers together around an uniform strategy for conducting consumer satisfaction surveys and gathering customer feedback throughout the whole purchase process.
• The responsibilities may include the role of pool leader for a community of key dedicated support services contributors (for example, IT VIP Service Lead, IT Service Desk Service Lead,…), who are responsible for the proper capacity management of the resources contributing to the various squads driven by Products, as well as the development and coaching of those individuals.
• Enhance customer service by inviting customers and suppliers to participate in ongoing corporate evaluations.
• Make sure the managers and team leaders in the department are properly organized and trained to carry out their daily duties.

Skills:

• Effective planning, evaluation, and administration are necessary for long-term strategic thinking and successful action plans.
• Additionally, an in-depth understanding of the customer-vendor relationship is critical in attracting, retaining, and maximizing the performance of high-performing partners.
• Broad consulting expertise across a wide range of industries (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
• Qualifications for success include the ability to communicate effectively, notably the capability to explain technical solutions in commercial terms, develop relationships, and convince people.
• Experimentation with a wide range of disciplinary measures (feedback, advice, explanation, etc).

How to Apply

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Job Categories: Service Delivery Manager. Job Types: Full-Time.

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