service desk project manager

2 weeks ago

Makati City, National Capital Region, Philippines Actionlabs IT Services Full time ₱1,320,000 per year

We are looking for an experienced Service Delivery Manager to oversee IT infrastructure operations and service desk delivery. This role requires a strong background in project management, IT service delivery, and infrastructure support, with the ability to ensure consistent service quality, operational efficiency, and alignment with business objectives.

Key Responsibilities:

  • Manage the end-to-end delivery of IT infrastructure and service desk services, ensuring performance meets or exceeds SLAs.
  • Lead and coordinate infrastructure and service improvement projects, including system upgrades, migrations, and technology rollouts.
  • Oversee service desk operations, ensuring effective incident, problem, and change management processes.
  • Collaborate with technical teams and stakeholders to drive infrastructure stability, scalability, and efficiency.
  • Monitor key performance indicators (KPIs) and service metrics, implementing corrective actions where necessary.
  • Develop and maintain project plans, schedules, and resource allocations to ensure timely delivery of initiatives.
  • Implement continuous improvement practices to enhance customer satisfaction and service reliability.
  • Manage vendor relationships and ensure alignment with contractual obligations and performance targets.
  • Prepare regular service delivery reports and present updates to senior management.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 5+ years of experience in IT Service Delivery or Infrastructure Management roles.
  • Strong background in project management with a track record of delivering IT infrastructure or service transformation projects.
  • Experience managing service desk operations in a large-scale or enterprise environment.
  • Knowledge of ITIL processes and frameworks (certification preferred).
  • Familiarity with ITSM tools such as ServiceNow, JIRA, or similar platforms.
  • Excellent communication, stakeholder management, and leadership skills.
  • PMP or Prince2 certification is a plus.

Job Type: Fixed term

Contract length: 12 months

Pay: Php100, Php110,000.00 per month

Work Location: In person

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