Service Delivery Lead

4 weeks ago

Manila, National Capital Region, Philippines Redpoint Global Inc. Full time
Overview

The Service Delivery Lead is responsible for overseeing the end-to-end delivery of IT services provided by the Service Desk team, including Tier 1, Tier 2, and Tier 3 support. This role ensures service levels are met, incidents and requests are handled efficiently, and customer satisfaction is consistently high. Acting as a key liaison between support teams, ITSM process owners, and business stakeholders, the Service Delivery Lead drives continual service improvement and operational excellence aligned with ITIL best practices.

Responsibilities
  • Oversee the daily operations of the Service Desk, ensuring effective incident, request, and escalation management across Tier 1, Tier 2, and Tier 3 engineers.
  • Ensure consistent delivery of IT services in line with established Service Level Agreements (SLAs).
  • Collaborate with ITSM stakeholders and process owners (e.g., Incident, Problem, Change Managers) to align support activities with ITIL framework.
  • Manage escalations, ensuring critical incidents are resolved promptly and root cause analysis is conducted to prevent recurrence (Incident Management).
  • Monitor service performance using defined KPIs and metrics; provide regular reporting to leadership and identify areas for improvement.
  • Lead continuous service improvement efforts, leveraging trend analysis and feedback to enhance service quality and team performance.
  • Mentor, coach, and develop Service Desk staff, fostering a culture of accountability, collaboration, and professional growth.
Requirements
  • Bachelor's degree in Information Technology, or a related field.
  • 5+ years of experience in a technical support or service delivery role, with at least 3 years in a leadership capacity.
  • Strong knowledge of ITIL and ITSM frameworks; ITIL v4 Foundation certification preferred (or willingness to obtain).
  • Demonstrated experience managing SLAs, KPIs, and operational reporting for service delivery functions (e.g., Atlassian Suite, EazyBi, PowerBI).
  • Excellent communication, leadership, and problem-solving skills with a customer-focused mindset.
  • Experience coordinating across cross-functional teams in fast-paced, technology-driven environments.
  • Familiarity with Jira Service Management is a strong plus.
  • Proven track record in supporting MarTech or CDP is a plus.
  • Strong verbal and written English communication skills.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management and Manufacturing
Industries
  • Software Development

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