Service Delivery Manager

2 weeks ago

Taguig, National Capital Region, Philippines BCS Information Technology Corp. Full time $70,000 - $120,000 per year

Job Description:

Service Delivery Manager who will be running L1/L2 Managed Services contract for Client. The team will be ran on 24x7 support of Customer and Corporate Technologies. This will be techsupport team that will be engaged to ensure reliable and efficient delivery of IT service to support airline operations, customer experience and regulatory compliance.

Responsibilities:

  • Delivery of IT services of Customer and Corporate Technologies including support for Navitaire Applications.
  • Ensure services meet agreed SLAs, KPIs, and quality standards.
  • Manage incident, problem, change, and release management processes using ITIL or similar frameworks. Strong communication and collaboration abilities.
  • Act as the primary liaison between IT teams and airline business units (e.g., operations, customer service, flight planning).
  • Collaborate with vendors, partners, and internal teams to ensure service continuity and improvement.
  • Translate business needs into IT service requirements and solutions.
  • Monitor service performance and produce regular reports for leadership and stakeholders.
  • Identify trends, risks, and opportunities for service improvement.
  • Conduct root cause analysis and implement corrective actions for recurring issues.
  • Work with client's Major Incident Management Team to resolve Priority 1 and 2 incidents in a timely manner
  • Monitor service performance and produce regular reports for leadership and stakeholders.
  • Identify trends, risks, and opportunities for service improvement.
  • Conduct root cause analysis and implement corrective actions for recurring issues.
  • Monitor service performance and produce regular reports for leadership and stakeholders.
  • Identify trends, risks, and opportunities for service improvement.
  • Conduct root cause analysis and implement corrective actions for recurring issues.

Qualifications:

  • Experience in running L1/L2 Managed Services contract specifically applications management and maintenance
  • ITIL Certified (Foundation levelrequired minimum), intermediate preferred.
  • Good communication skills both written and verbal; Able to communicate to all levels of the organization.
  • Demonstrated ability to work under pressure
  • Airline (especially low-cost carrier) / travel industry experience is beneficial, but not essential
  • Excellent analytical and problem-solving skills, with attention to detail
  • Excellent technical skills with understanding of software development concepts and databases and Familiarity with integration concepts and data flows between systems
  • Proven knowledge and experience in complex, multi-system environments.
  • Experience in Vendor Management, Business-As-Usual- Production Support
  • Experience in ServiceNow
  • Comfortable working in dynamic, fast-paced settings with frequent operational changes.

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