Service Delivery Manager

On-site - Makati | 5-10 Yrs Exp | Bachelor | Full-time

We’re looking for an experienced Operations Manager who is eager to take on new challenges and grow alongside Netrust Philippines Corporation, a Cybersecurity Powerhouse, driven by a vision for a Cybersecure Pilipinas.

In this role, you will be part of a team responsible for ensuring reliable service delivery, implementing and supporting robust security products. The Service Delivery Group oversees installation, technical support, change and release processes, vendor relationships, and performance monitoring. As an Operations Manager, you will lead strategic planning, manage daily operations, align departmental goals with organizational objectives, and provide higher level technical insight and support to the service delivery team members.

If you\'re driven, curious, and ready to contribute to a purpose, we want to hear from you

Monday - Friday 8AM to 5PM

Operations:

• Lead, manage and provide higher level of technical support to the Service Delivery Team as well as Security Operations Team
• Primarily responsible for the timely and high quality installation and support of security products
• Direct security event monitoring, management and response and cyber intelligence
• Work with clients and principals to ensure smooth completion of project and support
• Ensure incident identification, assessment, quantification, reporting, communication, mitigation and monitoring
• Provide 24x7x365 continuous investigation of correlated security event feeds and the appropriate triage and escalation in case of an identified security incident
• Track and report service level attainment/objectives (SLAs/SLOs) based on contractual agreement with the client

Technical Support:

• Internal: Oversee and facilitate the installation and maintenance of IT systems, hardware, software and all security infrastructure and services for the internal organization of Netrust
• Internal: Work with the executive team to continuously develop and propose initiatives to maintain overall security and adherence to compliances such as the Data Privacy Act of 2012, as well as initiatives related to innovation and digital transformation
• Internal: Facilitate and oversee the technical support and helpdesk roles, ensuring effective and helpful support is provided to end users of Netrust
• External: Provide overall leadership to the Service Support Delivery team to track and report service level attainment/objectives (SLAs/SLOs) based on contractual agreement with the client for different projects
• External: Cross-functionally collaborate with Implementations Team, Customer Success, Sales and Business Development teams to establish and implement Technical Support workflows for new and existing products and services
• External: Establish and maintain processes focused on ensuring high-quality services in both complaint capture and problem resolution to maintain high customer satisfaction and success
• External: Manage the support and helpdesk team to ensure timely resolution of all incidents raised by client within acceptable SLA based on the project contract
• Bachelor’s Degree in Information Technology, Computer Science, Electronics Communications Engineering, Computer Engineering or a related field
• At least 3 years of experience in Operations Management, with a focus on leading highly technical teams, preferably within the IT or Technology sector
• Excellent communication and interpersonal skills, with the ability to collaborate with different departments and stakeholders
• Strong project management skills, including the ability to manage multiple projects and deadlines simultaneously
• Experience with performance monitoring tools and the ability to implement continuous improvement initiatives

On-site in Makati. If the position requires you to work overseas, please be vigilant and beware of fraud.

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