IT Service Delivery Lead
3 days ago
About the role
Ascendion is seeking an experienced IT Service Delivery Lead to join our dynamic team in Ortigas, Pasig City, Metro Manila. As the IT Service Delivery Lead, you will play a pivotal role in ensuring the seamless and efficient delivery of IT services to our valued clients. This is a full-time position offering opportunities for growth and development within a supportive and collaborative work environment.
What you'll be doing
Job Summary:
Lead and empower our team in resolving critical digital incidents. As our IT Service Delivery Lead, you'll be a strategic problem-solver, driving efficiency and customer satisfaction. You'll own the management of mid-to-high priority incidents (Sev 2 & 3), ensuring seamless service delivery.
Responsibilities:
- Incident Command: Directly manage Sev 2 and Sev 3 incidents, adhering to SLAs and company objectives.
- Team Leadership: Mentor and guide a team of service delivery specialists and incident managers.
- Cross-Functional Collaboration: Partner with IT, engineering, and operations teams for efficient incident resolution.
- Strategic Improvement: Develop and implement strategies to enhance incident management processes. Track key metrics and drive continuous improvement.
- Client Communication: Maintain strong client relationships, providing timely and transparent updates.
- Root Cause Analysis: Conduct post-incident reviews, identify root causes, and implement preventative measures.
- Process Optimization: Refine service delivery processes based on best practices and lessons learned.
- Reporting: Prepare and present regular reports on incident metrics to senior management.
Qualifications:
- 10+ years of experience in digital service delivery or incident management, with a proven track record managing Sev 2 and Sev 3 incidents.
- Demonstrated leadership experience, motivating and guiding teams through complex situations.
- Strong understanding of digital service environments and incident management tools.
- Excellent written and verbal communication skills – ability to explain complex technical issues clearly.
- Strong analytical and problem-solving skills, with a focus on root cause analysis and process improvement.
- Customer-centric approach, proactively addressing and resolving client issues.
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