IT Service Delivery Manager

2 days ago

Taguig, National Capital Region, Philippines Principal Global Services Full time ₱900,000 - ₱1,200,000 per year

ResponsibilitiesAct as a liaison with appropriate Process Owners, Service Owners and Managers throughout the service management lifecycle to ensure appropriate introduction of new services and a fully informed and trained service desk support team. Communicate effectively the department and business unit initiatives with staff. Foster open communication, good listening, and follow-up skills.

Create an environment that values others' contributions and inspires trust and respect between team members. Disseminate information regarding decisions, plans, and activities. Encourage participation in decision-making and allow others to influence decisions.

Develop and monitor a plan for the team to accomplish operational results in line with overall business plans. Develop a budget and monitor results with objective to achieve operational goals within budget. Direct staff to ensure business partners' needs are met by consulting with internal and external customers, partners, peers, and vendors to ensure systems, hardware, software and processes are positioned to meet current and future needs.

Effective vendor management is required to ensure adherence to contractual terms and service delivery requirements and performance. Maximize team performance through effective selection, training, coaching, appraising, and development of team members and leaders. This may include performance reviews, development plans, improve retention, salary administration, disciplinary action, and conflict resolution.

Participate in the strategic planning for the department. Apply best practices for service desk processes and address areas of improvement. Effectively manage the service desk team and achieve continuous improvements.

Perform other job-related duties and special projects as required. Qualifications10 to 12 years' work-related experienceAn expert in service desk and preferably knowledgeable in IT asset management, PEZA regulationsBachelor's degree in computer related field or equivalent work experience. Excellent planning/organizational, problem-solving, analytical, and communication skills required, as well as presentation and time management skills.

Advanced leadership skills required, along with excellent decision-making skills. Must be able to maintain a high degree of accuracy and confidentiality. Working Conditions: Some travel may be required, including overnight stays.

May be required to provide on-call support.

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