Service Delivery and Support Manager

5 days ago

Manila, National Capital Region, Philippines Jollibee Group Full time

We are seeking a skilled and motivated professional to lead our Managed Service Operations for the data platform. As Service Delivery and Support Manager, you will be responsible for managing the end-to-end service delivery process, ensuring smooth operation of the platform, and maintaining high levels of service quality and client satisfaction.

Main Objectives:

  • Develop and implement a comprehensive service delivery strategy to meet business objectives.
  • Ensure the delivery of high-quality, reliable, and timely support services for all users of the data platform.
  • Service Level Agreements:
    • 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.
  • Collaborate with internal teams, including Data Engineering, Platform Engineering, and Product Management, to align on operational goals and resolve cross-functional issues.

Team Management and Leadership:

  • Supervise and provide leadership to L1, L2, and L3 support teams, ensuring clear roles, responsibilities, and service excellence.
  • Foster a culture of collaboration, continuous learning, and customer-centricity across the support teams.
  • Provide training and mentorship to support staff to ensure they have the necessary skills and knowledge to resolve issues effectively.

Incident and Problem Management:

  • Oversee incident and problem management processes, ensuring incidents are logged, prioritized, and resolved in a timely manner.
  • Perform root cause analysis (RCA) on recurring incidents and work with teams to implement corrective actions.
  • Ensure effective communication with stakeholders during major incidents and ensure that all incidents are documented and reported.

Performance Metrics:

  • Regularly report on service performance, support metrics, and customer satisfaction.
  • Conduct service reviews with stakeholders, identifying areas for improvement and implementing corrective actions where necessary.
  • Drive continuous improvement initiatives within the support function, including process automation, knowledge management, and proactive monitoring.

Requirements:

  • 5-8 years of experience in managing service delivery or operations teams, particularly in IT, Data, or Cloud services.
  • Strong understanding of data platforms, preferably with experience in supporting data lakes, data hubs, or cloud-based data solutions.
  • Experience in managing L1-L3 support teams and ITIL-based service management processes.
  • Strong problem-solving skills, with the ability to handle complex incidents and drive resolution across teams.
  • Excellent communication skills with the ability to communicate technical issues to non-technical stakeholders.
  • Ability to drive process improvements and operational efficiencies in service delivery.
  • Familiarity with monitoring, incident tracking, and ticketing tools (e.g., ServiceNow, JIRA, etc.).
  • Experience working in an Agile environment is a plus.

Certifications and Education:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • ITIL certification (preferably Foundation or higher).
  • Additional certifications in cloud platforms or data management solutions (e.g., AWS Certified, Azure Certified, Databricks, etc.) are a plus.

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