Service Delivery Lead

2 days ago

Makati City, National Capital Region, Philippines CXC Philippines Full time ₱1,440,000 - ₱2,160,000 per year

We are seeking a skilled and proactive IT Service Delivery Manager to oversee the delivery of high-quality IT services to our clients and internal stakeholders. The ideal candidate will manage service operations, lead cross-functional teams, and ensure that service commitments are met, maintained, and continuously improved.

Key Responsibilities:

  • Serve as the main point of contact for IT service delivery, ensuring timely and effective communication with clients and internal teams.
  • Monitor, measure, and report on service performance metrics (SLAs, KPIs) to ensure alignment with business expectations.
  • Lead incident, problem, and change management processes, driving root cause analysis and continuous service improvement.
  • Collaborate with project and infrastructure teams to align new initiatives with operational readiness.
  • Manage vendor relationships and ensure third-party services meet contractual obligations.
  • Develop and maintain documentation, including service catalogs, operational procedures, and escalation paths.
  • Identify service delivery risks and implement mitigation strategies.
  • Drive user satisfaction by responding to feedback and resolving service issues effectively.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 5+ years of experience in IT service management or delivery, preferably in a leadership capacity.
  • ITIL certification (Foundation or higher) is required.
  • Strong understanding of IT operations, infrastructure, and service lifecycle management.
  • Excellent problem-solving, communication, and stakeholder management skills.
  • Experience with service management tools (e.g., ServiceNow, BMC Remedy).

Job Types: Full-time, Permanent

Pay: Php75, Php90,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance

Experience:

  • ITSM: 3 years (Preferred)
  • Management in IT Service (Infrastructure): 3 years (Preferred)

Work Location: In person

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