QA & Training Manager responsible for quality assurance and training for U.S. healthcare accounts in the Philippines. Leading operational support and client engagement for contact center and claims adjudication teams.
About the role
- Service Delivery Manager managing service contracts and leading technical teams at IT-ONE. Focused on performance metrics and client relationship management with an emphasis on technology solutions.
Responsibilities
- Manage service contracts, monitor performance and KPIs, and ensure strict compliance with Service Level Agreements (SLAs).
- Lead multidisciplinary technical teams, coordinating corrective, enhancement and preventive support activities in complex environments.
- Serve as the focal point and primary interface between the client and technical teams, leading governance meetings and presenting executive status reports.
- Ensure delivery timelines, scope, and quality, proposing continuous improvements to optimize processes and reduce incidents.
- Identify and present improvement opportunities and technological advancements in the client's environment, contributing to operational maturity.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
- Previous experience in IT outsourcing or managed services companies.
- Technical knowledge of IT infrastructure.
- Proficiency in processes such as Incident, Problem, and Change management, and Service Level Management.
- Experience in large-scale corporate environments.
- Certifications: ITIL v4, PMP, COBIT, BSIL, ISO 20000.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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