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We're looking for a Service Delivery Specialist/IT Managerto focus on keeping clients satisfied with the company's services in coordination with the delivery teams and their respective leaders, in tracking service metrics, and helping lead the professionals responsible for getting services delivered to clients.
📍 Location:Muntinlupa, Philippines
⏰ Work Mode:Hybrid (3 days onsite, 2 days remote)
💼 Role:Service Delivery Specialist/IT Manager
Bachelor’s degree in Information Technology, Computer Science, or related field.
At least 10yrs experience in Infrastructure delivery or IT services delivery.
At least 5yrs experience in Services Delivery management
Excellent communication skills, verbal and written. English speaking mandatory
Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network, Security.
Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back-up completeness, Recovery RTO/RPO, Infra Utilization improvement)
Solid experience in ITIL processes mgmt (ITIL certified minimum)
Solid experience in Services Management
Experienced in managing or coordinating teams in a complex organization
MMI experience
Manage and control the expectations of the stakeholders within the region and/or shift managed as it adhere to the to the committed services under the shared service model and its processes.
Monitor and Control the implementation and maintain framework of best of breed standards in Tech Services and IT Security
Monitor and Control the statement of work with shared service customers based on current services actual or requirement
Coordination across all the Tech Services service line leveraging the team leaders and services line coordinator for the service delivery to ensure the delivery and quality of the services.
Build capability plan and skill up plan for individual resources within the service line directly managed and/or contribute in building one for the other service line as necessary based on experience and exposure.
Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans
Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements
Why Join Us?
Enjoy competitive pay and benefits with clear career growth opportunities.
Be part of a collaborative and dynamic team that values your contributions.
Work in a supportive, process-driven environment that encourages innovation and professional development.
