Service Delivery Lead

4 weeks ago

Quezon City, National Capital Region, Philippines Public Safety Savings and Loan Association, Inc. (PSSLAI) Full time

Job Summary:

The Service Delivery Lead is responsible for overseeing the delivery of IT services and enhancement initiatives in alignment with organizational goals and service level agreements (SLAs). This role ensures operational stability, efficient major incident and problem management, and change management. The SDL acts as a bridge between IT teams, business units, and external service providers to ensure high-quality, customer-centric service delivery.

Key Responsibilities:

1. Service Delivery and Operations Management

  • Ensure efficient and reliable day-to-day IT operations (infrastructure, applications, end-user services).

    • Monitor performance metrics and SLAs, ensuring timely resolution of incidents and service requests.

      • Drive continuous improvement in IT services, support, and customer satisfaction.

        • Conduct regular service reviews with internal teams and external vendors.

          • Manage IT operational processes (e.g., Incident, Problem, Change, and Configuration Management) based on ITIL best practices.

            • Ensure compliance with internal policies, audit requirements, and regulatory standards.

              • Leads the service desk and deskside support engineers.

2. Project Management and Delivery

  • Oversee IT BAU projects/ enhancements delivery across all stages – initiation, planning, execution, monitoring, and closure.

    • Ensures resource allocation, timeline adherence, and risk management on any BAU enhancement initiatives.

      • Report project status, issues, and risks to senior management and stakeholders.

        • Ensure projects align with IT strategy and business needs, providing value and operational readiness.

          • Support transition of projects into steady-state operations.

3. Stakeholder Management

  • Serve as the primary point of contact for IT service delivery to business units.

    • Facilitate regular communication with stakeholders regarding service performance, changes, and improvement plans.

      • Handle escalations and ensure customer expectations are managed and met.

        • Build strong relationships with vendors, ensuring performance and contractual obligations are fulfilled.

4. Team Leadership and Vendor Coordination

  • Lead and manage IT operations staff, support engineers, and project teams.

    • Foster a culture of accountability, collaboration, and service excellence.

      • Coordinate with third-party service providers, ensuring they deliver in line with SLAs and KPIs.

        • Provide mentorship and training opportunities to develop technical and service management capabilities in the team.

5. Risk Management and Business Continuity

  • Identify, assess, and mitigate operational and project-related risks.

    • Ensure disaster recovery and business continuity plans are in place, tested, and effective.

      • Support security compliance, data protection, and governance activities.

6. Reporting and Budget Management

  • Track and report on service delivery metrics, initiatives' performance, service levels, and operational KPIs.

    • Develop and manage operational and project budgets.

      • Forecast resource requirements and support IT financial planning.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, BSECE, BS Computer Engineering, or any related field.

    • 8+ years of experience in IT Service Delivery or IT Operations Management.

      • Strong knowledge in IT Service Management and ITIL processes; ITIL certification preferred.

        • Experience managing IT projects; PMP or similar certification is a plus.

          • Excellent communication, leadership, and stakeholder management skills.

            • Experience with vendor management and contract negotiations.

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