Service Delivery Manager

2 weeks ago

Ayala Alabang, National Capital Region, Philippines GECO Philippines Full time
Job Title: Service Delivery Specialist

At GECO Philippines, we are seeking a highly skilled Service Delivery Specialist to join our team. As a key member of our infrastructure delivery team, you will be responsible for managing and controlling the expectations of stakeholders within the region, ensuring adherence to committed services under the shared service model and its processes.

Key Responsibilities:
  • Manage and control the expectations of stakeholders within the region, ensuring adherence 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, SLAs, and processes.
  • Review, maintain, and update the statement of work with shared service customers based on current services, actual or required.
  • Coordinate across all Tech Services service lines, leveraging team leaders and services line coordinators 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.
  • Monitor, analyze, and evaluate the operational performance of customer support and the 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 to continuously improve the performance of the company.
  • Build capability plans and skill-up plans for individual resources within the service line directly managed and/or contribute to building one for other service lines as necessary.
Requirements:
  • Breadth of experience in Infrastructure solutions: Datacenters, Clouds, Network, Security.
  • Depth of experience on at least one of the areas in Infrastructure solutions.
  • Experienced in managing or coordinating teams in a complex organization.
  • Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Backup completeness, Recovery RTO/RPO, Infra Utilization improvement).
  • Solid experience in ITIL processes management (ITIL certified minimum).
  • Solid experience in Services Management.
Preferred Qualifications:
  • Project management skills.
  • Has worked in a multi-cultural environment.
  • Innovative methodologies such as Agile or DevOps.
  • CMMI experience.
Behavioral Abilities:
  • At least 5 years of experience in Infrastructure delivery.
  • 2 years of 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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