Service Manager

Job Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Job Summary

Reporting to the VP of Managed Services, the Service Management Lead is responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction of all aspects of service delivery.

Essential Functions

• Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts
• Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery
• Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs
• Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients
• Perform project management duties for assigned Client base; Create and distribute project status reports to customer and management
• Provide Pre-Sales support for new services and/or engagements.
• Create, and manage detailed project plans for implementations / migrations.
• Ownership and accountability for the successful delivery of assigned client engagements
• Hold ongoing client meetings to maintain working relationship with customer’s Account team to develop new opportunities and services
• Schedule resources for client activities with input from engineering managers
• Identify, diagnose and communicate chronic issues with services and service delivery
• Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed.
• Special Projects as assigned
• Anticipates potential problems associated with client activity or service level trends.
• Understand organizational resources, priorities, needs and policies and anticipate potential problems associated with client activity or service level trends.
• The incumbent may be asked to perform other duties as apparent or assigned.
  
  

JOB SPECIFICATIONS – Knowledge, Skills, And Qualifications

• 2+ years of project management experience or equivalent
• College Degree or equivalent experience
• 4+ years of customer service experience
• Strong customer management, written and verbal communication skills.
• Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing. Must be attentive to detail and understand written and verbal instructions.
• Must be able to organize and schedule work effectively and work well under time constraints.
• Ability to manage multiple, complex accounts
• Must be able to work flexible hours, including hours beyond the normal schedule when necessary
• Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
• Ability to work effectively and closely with all levels of management within and across the organization.
• Must be able to maintain confidentiality
• Must be able to work independently in the delivery and maintaining of services.
• Minimum travel requirement 20%
  
  

Enjoys a challenging yet rewarding environment.

Work Arrangement: Homebased

Work Schedule: Monday–Friday, 11pm- 8am PHT

Must Have atleast 20mbps internet connection

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "Im Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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