Service Delivery Specialist/Officer/Manager

1 week ago

Manila, National Capital Region, Philippines Systemantech Inc. Full time
Service Delivery Specialist/Officer/Manager

Full time

Add expected salary to your profile for insights

The Service Delivery Manager (SDM) will lead dynamic service delivery teams that are deployed in client IT operations. Service Delivery Manager oversee all aspects of projects, including but not limited to managing budget, scope, resources, timeline and deliverables. Deliverables may include (but are not limited to) some or all of the following requirement:

  • Managing DSE and/or Field Support Operations
  • Other short-term project such as IT migrations/integrations, Data processing / encoding, services enhancement or customization and Other projects that are deemed accepted by the company to engage with

MAIN DUTIES/RESPONSIBILITIES:

  • Manage, define and develop scopes of projects and team member roles and responsibilities
  • Manage scopes of projects and identify scope tasks, presenting them to client as required for billing consideration while managing expectations
  • Conduct a regular meeting or General Assembly for managed services personnel deployed in the client to understand their current situation and operation
  • Develop and maintain positive relationships with customers, colleagues, managed services personnel and sub-contractors
  • Coach managed services personnel through a project that requires their accountability for tasks and deliverables
  • Lead client process review analysis and documentation for projects, if needed
  • Perform internal training and knowledge transfer
  • Perform post-project performance evaluations of team members for continuous improvement initiatives
  • Create and maintain all applicable project management documentation
  • Understand internal billing and accounting processes; responsible for reviewing and approving work in progress (WIP) invoicing
  • Track all expenses related to the project and review invoicing
  • Report status of assigned projects to senior leadership for review
  • Establish status and working session call schedule during onboarding

QUALIFICATION:

  • Related working experience of atleast 2 years in service delivery or three years as project supervisor
  • Bachelor degree graduate of IT or related course
  • Service Management: Understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
  • Client Relationship Management: strong interpersonal and communication skills to build and maintain relationships with clients.
  • Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
  • Project Management: plan, organize, and coordinate resources, timelines, and deliverables.
  • Problem-Solving: adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.

Systemantech is an IT Solutions and Services provider purposely built for organizations who want to sub-contract their IT Operation through simple manpower augmentation or for more complex outsourcing of IT Service Operation or Managed Services.

Our commitment is to improve our client's business operations through systems and best practice frameworks, providing competent professionals, and innovative technology to ensure continuous service improvement for exponential benefits of all parties.

Systemantech is an IT Solutions and Services provider purposely built for organizations who want to sub-contract their IT Operation through simple manpower augmentation or for more complex outsourcing of IT Service Operation or Managed Services.

Our commitment is to improve our client's business operations through systems and best practice frameworks, providing competent professionals, and innovative technology to ensure continuous service improvement for exponential benefits of all parties.

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