IT Manager

3 weeks ago

Taguig, National Capital Region, Philippines Ubiquity Global Services, Inc. Full time

Job Summary:
The Service Delivery Lead is entirely customer-facing. Overseeing a range of functions to facilitate the delivery of superior services to the end-users to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The role requires both administrative and technical hats and is passionate about delivering end-to-end customer-driven solutions.

Job Responsibilities:

  • Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • Supervising End User management teams to facilitate continual improvements in the desktop environment
  • Enabling high-level performance benchmarks with the end user environment and site services.

Job Qualifications: (Knowledge, Skills, Experience)

  • 7+ years of relevant functional experience in similar roles
  • 5+ years of experience proficiency in leading both physical and virtual teams in a diverse, large-scale environment
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an Good understanding of ITIL (Information Technology Infrastructure Library) principles
  • Expertise in people management and leadership
  • Strong organizational skills and an ability to manage and prioritize tasks efficiently
  • Capacity to train and guide junior team members
  • Solid resource planning and problem-solving skills
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