Service Delivery Lead

2 weeks ago


Mandaluyong City, National Capital Region, Philippines Michael Page Full time

About Our Client

The client is a premier managed technical services provider operating in data centers across the globe. With offices in the US, Manila, and Cebu, they pride themselves on their ability to deliver exceptional service to some of the biggest tech and enterprise companies in the world.

Job Description

  • Act as the primary point of contact between the service delivery team and the client, ensuring that client expectations are understood and met.
  • Develop and implement strategies for delivering services efficiently and effectively, including setting service level agreements (SLAs) and key performance indicators (KPIs).
  • Oversee a team of service delivery professionals, including setting goals, providing guidance and support, and managing performance.
  • Allocate resources effectively to ensure that service delivery commitments are met within budget and time constraints.
  • Address any issues or conflicts that arise during service delivery, working closely with both the client and internal teams to find solutions.
  • Identify opportunities for process improvement and optimization within the service delivery function, driving efficiency and quality improvements over time.
  • Identify and mitigate risks that could impact service delivery, such as technical issues, resource constraints, or changes in client requirements.
  • Track and analyze key metrics related to service delivery performance, providing regular reports to stakeholders and using data to drive decision-making.

The Successful Applicant

  • Minimum 5 years of strategic team leadership and development experience, including attracting, developing and retaining top talent, preferably in any IT-related business or Industry.
  • Passion and dedication to the delivery of an unparalleled and consistent customer experience
  • Stellar communication skills, both verbal and written, and influencing partners at all levels
  • Excellent leadership skills that improve team focus, efficiency, and effectiveness
  • Ability to perform robust service management process analysis and recommend solutions
  • Prioritize, plan, delegate and execute department strategies, objectives, projects successfully
  • Strong emphasis on SRE as an engineering discipline with a focus on automation
  • Highly skilled, organized, experienced, and enjoy orchestrating programs with many moving parts: people, needs, and technologies
  • Comfortable collaborating and influencing a diverse set of people and teams to do what needs to get done and negotiate when approaches or timelines change
  • Bachelor's degree or equivalent in Computer Science, Information Systems, Engineering, or business related field

What's on Offer

  • Flexible Work Arrangement
  • Good Compensation and Benefits package
  • An opportunity to enhance your skills as a Service Delivery Lead

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