Service Delivery Manager

I. PURPOSE

Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization as a whole.

II.      DUTIES AND RESPONSIBILITIES

• Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary

for the betterment of the organization.

• Ensure Operations technology tools & logistical resources are always available in providing uninterrupted service offering to its clients.
• Collaborate and contribute with other managers in improving workflows, documentations, standards and processes.
• Contribute to the knowledge and information relevant to Operations.
• Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
• Comply with company policies, guidelines, standards, and procedures.
• Professionally represent Trends management; enriching client relationships and providing expertise, composure, and competence.
• Perform all other duties and tasks as assigned by the MSS Manager.

Service Operations Management

• Oversee the delivery of services or service technology to clients or customers.
• Establish policies designed to ensure consistently high service performance and evaluates customer feedback to develop quality improvement processes.
• Ensure the smooth running of customer's system and network infrastructure ensuring they get maximum benefits from them.
• Ensure the company tools and information systems are utilized correctly and relevant information is provided
• Ensure reports are provided to an agreed schedule including management and account performance reports.
• Responsible for the delivery of services within SLAs and KPIs.
• Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Schedule and conduct regular reporting to clients or customers.

Service Operations Management – Incident Management

• Ensure that SLAs are achieved and client expectations are met (or exceeded).

Service Operations Management – Process Engineering

• Contribute to the establishment of the most effective and efficient processes.
• Promote and uphold compliance with agreed standards and processes.
• Report inefficiencies and non-compliance with agreed standards and processes.

Organizational Development

• Contribute to the establishment of the most appropriate organizational structure for Operations to support the organization in any of its business engagements however and whenever necessary in accordance with agreed policies and procedures.

III. QUALIFICATIONS

A.    Minimum Education

• Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent

B.    Minimum Experience/Training

• At least 4 years' working experience in Service Delivery Management function.
• Have at least 2 years' working experience as a Supervisor/Team-Lead in an Operations Support environment
• ITIL Foundation

C.    Competency

(F) - Familiar / 0-12 months 

(N) - Novice / 1-2 years 

(I) - Intermediate / 3-4 years 

(A) - Advanced / > 5 years

Technical Skills

(A) ITIL

(F) IP Networking (F) Monitoring Systems (F) Network Troubleshooting (F) System Troubleshooting (F) Application/Web Programming

Communication Skills

(A) Speaks clearly and can be easily understood. 

(A) Expresses & speaks ideas in a logical and organized sequence. 

(A) Writes clearly, concisely and effectively. 

(A) Expresses ideas in a logical and organized sequence in written form.

• Have at least 4 years' working experience coordinating with partners and clients

Abilities

• Must work well under pressure.
• Must have good interpersonal skills.
• Must have thorough knowledge of managing teams and personnel.
• Must show strong customer management skills.
• Must prepare well-organized and comprehensive reports tailored to its audience.
• Able to research subjects, with a commitment to provide continuous improvement.
• Must be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary.

IV.    WORKING CONDITIONS

• Reporting to the company's main office in Makati City.
• Collaborate physically and/or virtually with internal and external stakeholders.
• May travel for company-sponsored conferences and related marketing events.
• Attend training and acquire certifications that are applicable to the role.