Job Description

LOCATION: CUBAO, QUEZON CITY 

1. Operational Management and Service Delivery

• Oversee the daily operations of the FSS, Service Desk, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
• Ensure timely resolution of incidents and service requests.
• Maintain operational stability and proper coordination among operational and support teams.

2. Client and Escalation Management

• Serve as the primary escalation point for critical operational and client-related concerns.
• Participate in client meetings, operational reviews, and business reviews.
• Ensure timely and accurate communication with clients during critical incidents.
• Lead recovery actions for operational gaps, SLA risks, and client escalations.
• Build and maintain strong professional relationships with clients and stakeholders.

3. Team Leadership and People Management

• Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
• Conduct coaching sessions, performance reviews, and operational alignment meetings.
• Promote accountability and enforce operational standards and governance.
• Identify staffing gaps, training needs, and succession planning opportunities.
• Support employee engagement, retention, and team development initiatives.

4. Performance Monitoring and Continuous Improvement

• Analyze operational reports, workforce trends, SLA performance, and productivity metrics.
• Identify process gaps and implement appropriate operational improvements.
• Standardize operational procedures, documentation, and escalation processes.
• Ensure compliance with internal policies, client processes, and regulatory requirements.
• Lead initiatives focused on operational optimization, automation, and efficiency.

5. Workforce and Resource Management

• Oversee manpower allocation, scheduling, and operational coverage.
• Ensure proper utilization of field engineers, service desk agents, and support teams.
• Coordinate with Workforce and Reporting teams on staffing forecasts and performance analytics.
• Monitor attendance, productivity, and operational compliance across all SDG teams.

6. Reporting and Governance

• Review and validate operational reports, incident reports, client updates, and performance dashboards.
• Ensure accurate documentation of escalations, coaching logs, corrective actions, and operational findings.
• Present operational updates, insights, and recommendations to management as needed.
• Support audit requirements and operational governance initiatives.