Service Delivery Specialist

3 weeks ago

Makati City, National Capital Region, Philippines Trends Group, Inc. Full time
I. DUTIES AND RESPONSIBILITIES
  1. Involved in the creation of Service Level Agreements (SLAs).
  2. Facilitates periodic evaluation and negotiation of SLAs.
  3. Translates customer requirements into working instructions for Service Delivery.
  4. Mitigates and resolves escalations with urgency and determination.
  5. Provides regular updates to customers on ongoing activities such as Incident/Problem resolution, service requests, and Change Requests.
  6. Prepares detailed reports related to service delivery performance.
  7. Builds and maintains client relationships.
  8. Ensures that quality services are delivered in accordance with the agreed SLA.
  9. Manages the delivery and lifecycle of services aligned with business strategy development.
  10. Identifies and analyzes issues based on customer feedback and formulates plans to eliminate bottlenecks.
II. QUALIFICATIONSA. 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 as a technical support engineer is preferred.

At least 2 years of customer-facing service delivery management or project management experience is preferred.

Fresh graduates are welcome to apply.

Work-related experience in ICT Project Management and/or Service Management is preferred.

ITIL certification is a plus but not required.

C. Competencies

Basic ICT knowledge, including network and information security, is an advantage.

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