Infrastructure Delivery Manager

18 hours ago


Ayala Alabang, National Capital Region, Philippines GECO Philippines Full time

**Job Description**

GECO Philippines is seeking a highly skilled and experienced Infrastructure Delivery Manager to join our team. In this role, you will be responsible for delivering exceptional service to our customers while ensuring the highest level of quality and efficiency in our infrastructure solutions.

About the Role

The ideal candidate will have a strong background in infrastructure solutions, including datacenters, clouds, and security. You will be responsible for managing and coordinating teams in a complex organization, with a focus on operations KPIs such as ticket management and infrastructure utilization improvement. Additionally, you will have experience with ITIL processes management and services management.

Key Responsibilities

  • Manage and control the expectations of stakeholders within the region or shift managed, adhering to committed services under the shared service model and its processes.
  • Monitor and control the implementation and maintenance of best-of-breed standards in Tech Services and IT Security, focusing on topics such as catalog of services, ESSPI Infrastructure SLAs, and process adherence.
  • Review, maintain, and update the statement of work with shared service customers based on current services actual or requirements.
  • Coordinate across all Tech Services service lines, leveraging team leaders and services line coordinators for service delivery to ensure delivery and quality of services.
  • Consistent communication, monitoring, and driving of continuous improvements for managed customers across all services provided.
  • Regular reporting and daily monitoring on activity, quality, and performance.
  • Ensure appropriate documentation on agreements and/or hand-over activities.
  • Accurate and timely reporting to the head of Infrastructure department, especially on escalation impacting services and/or performance of the team.
  • Ensure that events affecting the service contract are considered throughout its lifecycle.
  • Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements.
  • Monitor, analyze, and evaluate the operational performance of customer support and results of indicators, proposing action plans.
  • Participate in the identification of value-creating services.
  • Identify new customer needs.
  • Contribute to the search for ideas and solutions (and its implementation) to continuously improve the performance of the company.
  • Build capability plan and skill-up plan for individual resources within the serviceline directly managed and/or contribute in building one for the other service line as necessary based on experience and exposure.

Primary Technical Abilities

  • Breadth of experience in infrastructure solutions: datacenters, clouds, network, security.
  • Depth of experience on at least one of the areas in infrastructure solution.
  • Experienced in managing or coordinating teams in a complex organization.
  • Knowledgeable on operations KPI – ticket mgmt to infrastructure KPIs (e.g. Backup completeness, Recovery RTO/RPO, Infra Utilization improvement).
  • Solid experience in ITIL processes mgmt (ITIL certified minimum).
  • Solid experience in Services Management.

Secondary Technical Abilities

  • Project management skills.
  • Has worked in a multi-cultural environment.
  • Innovative methodologies such as Agile or DevOps.
  • CMMI experience.

Behavioral Abilities

  • At least 5yrs experience in infrastructure delivery.
  • 2 years experience in Services Delivery management.
  • Customer service oriented.
  • Leadership & entrepreneurship (owner-mindset).
  • Ability to organize, to federate and coordinate.
  • Capacity to adapt with flexibility.
  • Convincing & influence.
  • Rigorous and organized.


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