Service Delivery Manager

7 days ago


Muntinlupa, Philippines Hunter's Hub Incorporated Full time

Job DescriptionRESPONSIBILITIES:• Monitor and Control the implementation and maintain framework of best of breedstandards in Tech Services and IT Security on following topics but not limited to:o Catalog of services to describe the scope of ESSPI Infrastructure SLAs ofthe corresponding services with capacity of their follow-up Processes withinESSPI and in relation with Customers’ organizationso Lead the deployment of standard methodologies like ITIL and CMMIo Implementation and maintenance of a shared model to improve efficiencyand enlarge the period of support on 24h• Review, maintain and update the building of contracts with shared servicecustomers based on current services actual or requirement• Allocation and Pricing of services• Coordination across all the Tech Services service line leveraging the team leadersand services lines coordinator for the service delivery to ensure the delivery andquality of the services.• Consistent communication, monitoring and driving of the continuousimprovements for the managed Customers across all the services provided.• Regular reporting & daily monitoring on activity, quality and performance• Ensure appropriate documentation on agreements and/or hand-over activities• Accurate and timely reporting to the head of Infrastructure department esp. onescalation impacting services and/or performance of the team.• Ensure that events affecting the service contract are considered throughout its lifecycle• Ensure the impact of any changes to the level of service, particularly service levelcommitments and operational agreements• Monitor, analyze and evaluate the operational performance of customers supportand the results of the indicators and propose action plans• Participate in the identification of value-creating services• Identify new customer needs• Contribute to the search for ideas and solutions (and its implementation) tocontinuously improve the performance of the company• Build capability plan and skill up plan for individual resources within the servicelinedirectly managed and/or contribute in building one for the other service line asnecessary based on experience and exposure.



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