At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Service Delivery Manager who will establish and create strategies that will enhance processes and boost ease and efficiency.

As a Service Delivery Manager you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:

KEY RESPONSIBILITIES:

• Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line.
• Identify the training needs that will equip the staff with fundamental skills and knowledge.
• Have a thorough understanding of the various system tools and operational procedures utilized within the program.
• Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
• Conduct all defined and required process compliance and adherence to all team members, partners, and third-party providers.

MINIMUM QUALIFICATIONS:

• Earned a bachelor’s Degree in any field. (preferred but not required)
• At least 7 years of work experience in the same industry with 4-5 yrs. of management experience.
• Must have experience handling (Customer Service/Technical Support/Sales accounts/Telco).
• Excellent working knowledge on Microsoft Office applications .
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Strong analytical skills .
• Demonstrated leadership skills .
• Must be willing to report on a graveyard/shifting schedules.
• Experience of managing, direct or matrix, project managers, technical resources with span of 100  FTEs.