Service Delivery Specialist

3 weeks ago

Manila, National Capital Region, Philippines Trends Group Inc. Full time
Overview

Service Delivery Specialist role focusing on service delivery management, SLA creation and governance, and customer relationship management within IT Services and IT Consulting.

I. Duties And Responsibilities
  • Involved in the creation Service Level Agreements
  • Facilitates periodic evaluation and negotiation of SLA's.
  • Translates customer requirements into working instructions for Service Delivery.
  • Mitigating and solving escalations with urgency and determination
  • Provide regular update to customers for on-going activities such as Incident/Problem resolution, service request, activities related to Change Request, etc.
  • Provide detailed reports related to service delivery performance
  • Building and maintaining client relationships.
  • Ensuring that quality services are delivered with regard to the agreed SLA.
  • Manages delivery and lifecycle of services for business strategy development
  • Identify and analyze issues based on feedbacks provided by customers and be able to formulate plans in eliminating bottlenecks
II. Qualifications
A. Minimum Education
  • Graduate of any four- or five-year collegiate course preferably in the field of Information and Communication Technology
B. Minimum Experience/Training
  • At least 2 years of experience of being technical support engineer is preferred.
  • At least 2 years customer facing service delivery management or project management experience is preferred.
  • Fresh grads are welcome to apply.
  • Work related experience performing ICT Project Management and/or Service Management is preferred.
  • Preferably ITIL certified but not required.
C. Competency
  • Basic ICT Knowledge covering network and information security an advantage.
Seniority level
  • Entry level
Employment type
  • Other
Job function
  • Management and Manufacturing
Industries
  • IT Services and IT Consulting

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