The SDM is responsible for the delivery of specific transcosmos’s Services. They work together with the Business Relationship Manager to identify service requirements, and develop service strategy, which is the responsibility of the SDM to execute. All Managed Services personnel working within the service report directly or indirectly to the SDM.
Requirements
Key Tasks and Responsibilities
Main Duties & Responsibilities
· Responsible for the management of a service. This includes Service Management and line management of the staff including the TL(s) and Agents or Engineers engaged in providing the service.
· Accountable for all the activities required to deliver a successful service and ensure is delivered to a consistently exceptional standard and as defined in the SOWs.
· Accountable for Financial service Management
· Work with the Business Relationship Manager to develop clear Service strategies, objectives, and goals. Ensure your teams understand and deliver to these.
· Set and monitor detailed KPI’s to ensure the effective day to day operations of the Service
· Work with the Business relationship Manager to implement effective training, reporting, process, and quality programs across your teams.
· Work with transcosmos’s customers and represent Managed Services Department
Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Requirements:
· Highly customer focused.
· Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.
· Ability to motivate and drive a team of people to provide high level managed services.
· Ability to earn the respect of internal and external customers, colleagues, and management
· Excellent organizational skills
· Good attention to detail
· Excellent problem-solving skills
Technical:
- Good Knowledge of Microsoft Office products
Behavioral:
- Working Collaboratively:
- Accountability
- Adaptability:
- Initiative: Being proactive
- Planning & Organizing
- Delegating and Empowering:
· Managing Change
Qualifications [EDUCATION and/or EXPERIENCE]
· Candidate must possess at least Bachelor’s/College Degree, any field.
· Previous experience in BPO and Customer Service and/or technical account
· Ability to demonstrate previous experience of team management experience.
· Have a proven track record demonstrating the skills and qualities outlined in this document.
Languages
Excellent command of written and spoken English (Speech, Written, Reading, Comprehension
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.
- To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
- Competitive salary
- Cafeteria
- Team building and free time activities
Key Performance Indicators (KPIs) Problem-solving Attention to details Customer service Adaptability Customer orientation agent Microsoft Office Writing reports and proposals Communication Training Planning Engineering Team management Team Leader Organizational skills Initiative