Service Delivery Manager (US Shift)

About us: myOnsite Healthcare was founded in 2004 to serve the needs of those who can’t leave home on their own. The simple idea behind the creation of myOnsite Healthcare is to make blood draws convenient for patients. Our mission is to eliminate long queues during lab visits and increase patient compliance with timely patient health monitoring through test results. MyOnsite Healthcare aims to help individuals, employers and clinical trials (CROs) with onsite laboratory services with licensed, train and insured professionals. Our staff will come to you to collect the specimen. MyOnsite continues to grow nationally with over two hundred thousands satisfied patients.

We are looking for Service Delivery Manager

Job Summary:

The role of a service delivery manager is entirely customer-facing. Duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users. 

One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. The service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users.

Roles and Responsibilities

·         Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

·         Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

·         Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

·         Developing a deep understanding of projects to gain insights into the scope of service delivery

·         Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

·         Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

·         Providing accurate and regular reports to the management on performance of the service delivery

·         Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

·         Maintaining positive relationships with customers.

·         Assessing customer feedback and using your creativity to establish, improve, and refine services.

·         Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

     Requirements

·         Experience in customer service, leadership and ITES may be advantageous.

·         Good computer skills and the ability to use business support software.

·         Proficiency in leading both physical and virtual teams

·         Exceptional customer-facing skills

·         In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

·         Strong organizational skills

·         Ability to manage and prioritize tasks efficiently

·         Solid resource planning and problem-solving skills

·         Readiness to demonstrate a proactive attitude

·         Excellent verbal and written communication skills

·         Bachelor's degree in Communications, Marketing, English, journalism, or related field

·         3-5 years of experience as Service Delivery Executive / Asst. Manager / Manager.