Service Delivery Director

3 days ago


Pasig, National Capital Region, Philippines Jollibee Group of Companies Full time

We are seeking a highly skilled and experienced Service Delivery Director to lead the Managed Service Operations for our data platform. This individual will be responsible for overseeing the end-to-end service delivery process, ensuring smooth operation of the platform, and maintaining high levels of service quality and client satisfaction.

The role involves managing Level 1 to Level 3 support teams, ensuring timely and effective resolution of incidents and service requests, and driving continuous improvement initiatives.

Main Responsibilities:

  • Lead and manage the Managed Service Operations for the data platform, covering L1, L2, and L3 support.
  • Ensure the delivery of high-quality, reliable, and timely support services for all users of the data platform.
  • Establish and maintain service level agreements (SLAs) and performance metrics to ensure service expectations are met.
  • Manage the escalation process for issues requiring L2 and L3 support, ensuring prompt resolution of complex technical issues.


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