Service Delivery Officer

4 days ago

Quezon City, National Capital Region, Philippines Public Safety Savings and Loan Association, Inc. (PSSLAI) Full time $40,000 - $60,000 per year

Job Summary

The Service Delivery Officer is responsible for supporting the effective delivery of IT and business services within the Association. The role ensures that service levels are met, incidents and requests are managed efficiently, and service performance is monitored and reported. The officer works closely with IT internal teams, vendors, and stakeholders to uphold service quality, resolve issues, and support continuous service improvement initiatives.

Key Responsibilities:

  • Monitor day-to-day IT and business service operations to ensure adherence to agreed Service Level Agreements (SLAs).
  • Act as a point of contact for IT service-related issues, coordinating with vendors, technical teams, and business units.
  • Track, escalate, and follow through on incidents, problems, and service requests until resolution.
  • Assist in reviewing vendor-provided reports such as incident logs, Root Cause Analysis (RCA), and performance metrics.
  • Ensure compliance with internal governance policies and regulatory requirements in service delivery.
  • Maintain proper documentation of incidents, changes, and problem resolutions for audit and knowledge-sharing purposes.
  • Support the implementation of service improvement plans to enhance efficiency and customer satisfaction.
  • Provide regular service performance reports to management and recommend corrective actions when required.
  • Assist in vendor management by monitoring adherence to contractual obligations and performance standards.
  • Participate in business continuity and disaster recovery activities to ensure minimal service disruption.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
  • At least 3-5 years of experience in IT service delivery, service management, or related support roles.
  • Knowledge of ITIL framework and service management practices preferred.
  • Strong problem-solving, analytical, and coordination skills.
  • Good communication and interpersonal skills to work with cross-functional teams and external partners.
  • Detail-oriented with strong organizational skills.

Key Competencies:

  • Service-oriented mindset with a focus on customer satisfaction.
  • Ability to multitask and handle pressure in incident and escalation management.
  • Familiarity with monitoring tools, ticketing systems, and reporting dashboards.
  • Strong collaboration and vendor management abilities.

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