Service Delivery Lead

At FMC, our employees are guided by our purpose: Innovation for Agriculture, Solutions for the Planet. We provide farmers with innovative solutions that increase the productivity and resilience of their land. From our industry-leading pipeline to novel biologicals and precision technologies, we are passionate about the power of science to solve agriculture's biggest challenges.

For more than a century, FMC has successfully delivered some of the industry's most advanced, innovative solutions that protect farmers' crops from destructive pests and disease, while also protecting the environment. We are committed to fulfilling our mission of discovering new herbicide, insecticide and fungicide active ingredients, product formulations and pioneering technologies that are consistently better for the planet.

Position Summary

The Service Delivery Lead position is based in Manila and reports to the APAC Applications and Product Manager. This role is accountable for the continuous and quality application services delivery with a focus on commercial-facing applications across FMC offices operating in Asia Pacific.

Service Delivery Lead must collaborate with IT Business Partners, business stakeholders, FMC IT, & Solution Partners to ensure customer satisfaction and that SLAs are met.

Location: Manila, Philippines

The Role (daily responsibilities)

Client Relationship Management:

• Build and maintain strong relationships with application super users, acting as the primary point of contact for service-related issues.

• Proactively identify and address concerns to ensure high satisfaction levels.

• Conduct regular reviews to assess service delivery and identify potential areas for improvement.

Service Delivery Oversight:

• Monitor and manage service delivery performance against established SLAs and KPIs.

• Ensure timely and accurate completion of service requests and deliverables.

• Identify and address potential service delivery risks and issues proactively.

• Lead and motivate the service delivery team of Solution Partners, providing clear direction and performance expectations.

• Conduct performance reviews and provide ongoing feedback to solution partners

Operational Management:

• Establish and maintain efficient service delivery processes and workflows for backlog management.

• Manage escalations and resolve complex issues in a timely manner.

• Collaborate with the rest of the commercial enablement team to help establish and maintain a robust product knowledge base.

Reporting and Analysis:

• Prepare and present regular service delivery reports to stakeholders.

• Analyse key performance metrics to identify trends and opportunities for optimisation.

The Candidate (requirements)

• BS required in Computer Science, Information Systems or related disciplines

• 5 years' experience in an information technology role spanning application development, business analysis, and project management

• Strong knowledge of CRM and systems of engagement involving commercial operations, sales, digital commerce, field service, and marketing.

• Knowledge of ERP systems and general business processes

• Solid understanding of application architecture and application development technologies

• Strong knowledge of IT operations and IT service delivery

• Demonstrates skill of solving business systems technical issues

• Demonstrated experience managing technical and business resources

• Demonstrate good communication skills across a matrix organisation: levels of management and geographies

• Strong influencing and teamwork skills

• Ability to work independently without direct supervision

• Ability to effectively manage priorities, create focus and eliminate roadblocks; uses time effectively

• Demonstrated problem-solving/analytical skills

• Strong project management skills; sets clear goals and objectives; measures performance against goals.