Service Delivery Manager

6 days ago

Manila, National Capital Region, Philippines Trends Group, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

I DUTIES AND RESPONSIBILITIES

  • Involved in the creation Service Level Agreements
  • Facilitates periodic evaluation and negotiation of SLA's.
  • Translates customer requirements into working instructions for Service Delivery.
  • Mitigating and solving escalations with urgency and determination
  • Provide regular update to customers for on-going activities such as Incident/Problem resolution, service request, activities related to Change Request, etc.
  • Provide detailed reports related to service delivery performance
  • Building and maintaining client relationships.
  • Ensuring that quality services are delivered with regard to the agreed SLA.
  • Manages delivery and lifecycle of services for business strategy development
  • Identify and analyze issues based on feedback provided by customers and be able to formulate plans in eliminating bottlenecks

II.     QUALIFICATIONS

A.     Minimum Education

  • Graduate of any four- or five-year collegiate course preferably in the field of Information and Communication Technology

B.     Minimum Experience/Training

  • At least 2 years of experience of being technical support engineer is preferred
  • At least 2 years customer facing service delivery management or project management experience is preferred
  • Fresh grads are welcome to apply
  • Work related experience performing ICT Project Management and/or Service Management is preferred
  • Preferably ITIL certified

C.     Competency

  • Basic ICT Knowledge covering network and information security an advantage

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