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Globe Telecom · 3 months ago

Service Delivery Manager

19F The Globe Tower

Full-time

Onsite

Mid, Senior Level

Globe Telecom is committed to creating a wonderful world for its people, business, and nation. The Service Delivery Manager will oversee and manage the shared services function, leading a team to ensure effective service delivery and continuous improvement across the organization.

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Comp. & Benefits

Responsibilities

Provide strategic direction and leadership to the shared services team

Recruit, train, and develop team members, fostering a culture of high performance and continuous improvement

Set clear goals and objectives for the team and regularly assess performance

Identify opportunities to streamline and improve shared services processes, ensuring efficiency and effectiveness

Implement standardized procedures and best practices across all shared services functions

Monitor process performance, identify bottlenecks, and implement corrective measures as needed

Ensure timely and accurate delivery of shared services, meeting established service level agreements (SLAs)

Monitor service quality and customer satisfaction, taking proactive measures to address any issues or concerns

Continuously evaluate and improve service delivery metrics, KPIs, and reporting mechanisms

Collaborate with key stakeholders and department heads to understand their needs and align shared services accordingly

Foster strong relationships with internal customers, promoting a customer-centric approach

Act as a point of escalation for complex issues or disputes, resolving conflicts in a timely and satisfactory manner

Develop and manage the shared services budget, ensuring cost-effectiveness and adherence to financial targets

Identify cost-saving opportunities and implement measures to optimize resource allocation

Monitor financial performance and provide regular reports to senior management

Ensure compliance with relevant laws, regulations, and internal policies

Identify and mitigate potential risks within the shared services function

Implement and monitor internal controls to safeguard organizational assets and data

Addresses all issues related to employee needs particularly on compensation and benefits processing and other employee data needs (certifications, renewals, etc)

Monitors performance of all existing providers both internal and external relative to the implementation or provision of employee related services (tax, loans payments, etc) to ensure compliance with SLAs and contract provision

Maintains accurate data related to employee services activities both on active and inactive files. Provides policies on processing times for requests of various nature by the employees In relation to given employee services data

Regularly reviews and recommends revisions/ improvements on policies, guidelines and procedures related to employee services to ensure responsiveness and relevance, as well as alignment with changes in external legislatures/ policies

Processes and facilitates the review of accurate data involve in service transactions. Conducts research on best practices in employee services and applies continuous improvement for employee service

Qualification

HR StrategyService Delivery ManagementProcess ImprovementFinancial ManagementHR TechnologyStakeholder CollaborationCustomer-Centric ApproachRisk ManagementCompliance KnowledgeTeam Leadership

Required

Oversee and manage the shared services function within the organization

Leads a team of professionals and work collaboratively with various departments to ensure the efficient and effective delivery of shared services across the organization