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Service Delivery Manager

1 week ago

Manila, National Capital Region, Philippines STRATPOINT GLOBAL OUTSOURCING INC. Full time

**About Us**

We are Stratpoint Global Outsourcing Inc., a trusted technology leader in the Philippines.

  • We specialize in Agile Software Development, Quality Assurance, Cloud Consulting and Managed Services, Data Engineering and Analytics, and Artificial Intelligence and Machine Learning.

Our C.A.R.E. values are at the heart of everything we do:

  • nourish Creativity
  • embody Agility
  • manifest Reliability
  • pursue Evolution

The Role

We're seeking a Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for leading a team of IT Support Developers who provide Managed Services support.

You will define, document, and deploy ITSM following the ITIL framework, handle escalations, process improvements, and overall governance of the IT service management process.

You will engage with project stakeholders and represent Stratpoint Managed Services, create and present reports needed for the project, if needed, manage project personnel, scheduling, and allocation of resources.

About You

  • Candidate must possess at least a Bachelor's Degree in Engineering (Industrial), Business Studies/Information Technology/Administration/Management or equivalent.
  • More than 5 years of experience in the IT industry, preferable on outsourced delivery.
  • Knowledgeable on infrastructure (e.g. cloud, networks) and software development.
  • Has experience in any IT role such as Business Analysis, Quality Assurance, Developer, PMO.
  • Must know Agile development practices such as Scrum.
  • Good interpersonal and client-handling skills.
  • Proven experience in a service transition environment.
  • Experience in Project Management (at least 6 years) and governance of overall service transition.
  • Knowledgeable of Agile/Waterfall project management principles.
  • Experience with evaluating SOWs and SLAs.
  • Business Analyst experience (at least 3 years) in a technology environment is ideal.
  • Familiarity with ITSM tools such as Service Now, Jira, Freshservice, Salesforce, etc.