IT Service Delivery Director

3 days ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000

Job Title: IT Service Delivery Manager

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This role oversees the customer experience by delivering quality service and ensuring customer satisfaction. The primary responsibility is to manage the IT Service Desk operations, handle incidents and requests, and ensure the smooth execution of core IT Service Management processes.

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Key Responsibilities:

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  • Work closely with stakeholders to align objectives with IT strategies, maximising productivity and performance.\
  • Define and implement plans, controls, and management information for managing functions, suppliers, and services.\
  • Responsible for service improvement activities as part of the Continuous Service Improvement Plan.\
  • Contribute to the wider IT strategy by providing relevant information for decision-making.\
  • Maintain awareness of technical and legislative changes, and industry best practices, and ensure adherence to ITSM processes.\
  • Build positive relationships with key stakeholders to meet current and future business needs.\
  • Provide leadership, mentoring, and coaching to the team and wider IT organisation.\
  • Act as the divisional owner for Incident & Request Management, ensuring customer satisfaction.\
  • Manage support teams and suppliers to meet agreed service levels and drive service improvement initiatives.\
  • Ensure seamless delivery of IT services that meet or exceed customer expectations.\
  • Develop and implement effective service management frameworks to drive business outcomes.\
  • Collaborate with cross-functional teams to identify and resolve service gaps.\
  • Identify areas for process improvement and implement changes to increase efficiency.\
  • Monitor and report on key service performance metrics to inform business decisions.\
  • Stay up-to-date with emerging trends, technologies, and methodologies in IT Service Management.\
  • Embed a culture of continuous improvement across the IT organisation.\
  • Develop and maintain relationships with suppliers to ensure mutually beneficial partnerships.\
  • Lead and manage complex projects that drive business value.\
  • Implement efficient and effective communication channels to keep stakeholders informed.\
  • Conduct regular reviews to assess progress against goals and objectives.\
  • Develop and maintain accurate documentation of policies, procedures, and guidelines.\
  • Continuously evaluate and improve the effectiveness of service management processes.\
  • Address any issues or concerns raised by customers, employees, or partners in a timely manner.\
  • Recommend improvements to processes and procedures to enhance overall service quality.\
  • Improve knowledge and skills through ongoing learning and professional development.\
  • Investigate and resolve complaints in accordance with established protocols.\
  • Meet key performance indicators (KPIs) and achieve desired business outcomes.\
  • Keep confidential all personal data received from stakeholders and adhere to data protection principles.\
  • Establish clear roles, responsibilities, and accountabilities within the service desk function.\
  • Review and revise operational procedures to ensure they are aligned with organisational goals.\
  • Enhance employee engagement through open communication, opportunities for growth, and fair treatment.\
  • Communicate effectively with all levels of stakeholders including senior management, employees, and external partners.\
  • Understand and comply with relevant laws, regulations, and standards affecting the organisation.\
  • Ensure compliance with Information Technology Infrastructure Library (ITIL) framework and other relevant standards.\
  • Perform any other duties reasonably requested by your line manager or senior leaders.\\

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