Service Delivery Manager
San Rafael de Escazu,Costa Rica,
hace 2 días
  • Job facts
  • A Service Delivery Manager will be key contributor in the NA Voice Services team, responsible for measuring and monitoring quality of service delivered by the Managed Service providers for the North America telephony infrastructure and services -

    one vendor responsible for the enterprise and campus telephony and second vendor responsible the contact center telephony.

    Detailed activities include, but are not limited to :

  • Participate in RfP phase and service transition
  • manage the services delivery between Roche Subject Matter Experts (SMEs) and Managed Service provider resources
  • Escalate issues to Service providers or internally within Roche, as necessary
  • Manage stakeholder expectations related to service delivery
  • Monitor service performance against contractual obligations
  • Ensure delivery of contracted deliverables per pre-defined Service Level Agreements (SLAs)
  • Define, create, maintain and report Service provider performance via reports / dashboards to stakeholders, using Roche and / or Service provider provided tools and data sources
  • Minimum Qualifications :

  • Business-related degree, with a minimum of five years of experience in customer service, leadership and logistics
  • Broad IT technology skills, including proven experience in IT Service Management and reporting tools
  • Financial reporting / Perform knowledge
  • Passion and demonstrated experience in customer service skills
  • Proficiency in English, both written and oral, is mandatory ,Portuguese is a plus
  • Experience with ServiceNow is a plus
  • Who we are At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
  • focused healthcare groups. Our success is built on innovation, curiosity and diversity.

    Roche is an equal opportunity employer.

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